Comments for Promoters Recommend

Comment on Net Promoter Score – Not Just for the Big Guys! by Keith Chapin

Keith Chapin — Fri, 18 Sep 2009 16:07:20 +0000

Thanks for the comments.

For smaller companies, getting started is often the toughest part, which is why selecting a qualified Net Promoter Loyalty Partner is so important to them.

Keith

Comment on Net Promoter Score – Not Just for the Big Guys! by adamdorrell

adamdorrell — Fri, 18 Sep 2009 14:16:32 +0000

Keith – good post. Cost is no barrier to entry for small companies for Net Promoter. You can start for literally almost nothing: A simple survey, and a spreadsheet is all you need to get going. If you follow the rules in Reichheld’s book you can implement this industry standard metric within days.

We’ve found that as companies start to use it some help with analysis and archiving the response they are prepared to spend some money. CustomerGauge is an ideal tool to help them at a reasonable cost – Adam

Comment on Five Steps to Implementing a Net Promoter Score Program by Denise Wymore

Denise Wymore — Tue, 02 Jun 2009 12:41:46 +0000

Keith,

What a great post! I am an NPS consultant (certified from Satmetrix and Fred Reichheld’s program) and have been helping credit unions bring the discipline of NPS to their organizations.

Your approach is exactly the one I take – but I never saw it in such simple and elegant terms before. You nailed it!

With your permission (and giving you full credit of course) may I present your “Five As” in my presentations?

Oh, and I’m an American but have many Canadian friends and got your humour.

Cheers!

Comment on Are You Finally Ready To Listen To Your Customers? by Neil Hartley

Neil Hartley — Fri, 27 Mar 2009 17:52:54 +0000

Hi Keith,
I enjoyed your post. The challenge most businesses face with NPS is to get from the tens of thousands of verbatim comments to a set of key drivers for promoters and detractors.
I have just founded Top Right Corner to provide just this service to businesses.
An outline can be found here http://tinyurl.com/d8yref
Regards, Neil