Chapter 1. Net Promoter Fundamentals and Operating Model
We have driven, since early 2000, the notion that to be customer centered is a very important part of the value system of our company and we have to keep that ever present in our minds.
This chapter lays out the basic elements of the Net Promoter Operating Model and sets the context for much of the rest of the book. You may think this is an obvious task, but when posed with the question, "What is Net Promoter?" we found that beyond the metric, no consensus seemed to exist. We start with the metric, summarizing the underlying concepts that support it, and draw a distinction between it and more traditional approaches. Finally, we propose a model ...
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