The Net Promoter Score (NPS)—the biggest example of management snake oil ever created—has finally run its course. An article titled Net Promoter Score 3.0 in the Harvard Business Review asserts: “Self ...

The Promoter team got together fairly recently for a team outing — we went and saw the movie “Snowden“. If you haven’t seen it, I’d highly recommend you do. Following the movie, we all had our ...

Chasing a higher NPS can distract brands from core improvements that would improve loyalty and satisfaction. A single score ...

The net promoter score, an increasingly popular measure of customer satisfaction, may not be an effective metric the way most organizations use it, according to The Wall Street Journal. The measure is ...

NPS, as a numerical metric, is essentially meaningless on its own. That said, as a basis for measuring your improvement, there isn’t a single company that doesn’t want to see their score improve over ...

Concept of high customer satisfaction, Finger pressing number ten on a Net Promoter Score (NPS) panel. Composite image between a hand photography and a 3D background. Companies bragging about their ...