Answering the Ultimate Question: How Net Promoter Can Transform Your Business

Chapter 5. Building Trustworthy Data

The worst thing we can have is a lack of confidence in the data. So the confidence in the data was key, number one.

—Axel Haentjens, vice president of marketing, brand and external communications, Orange Business Services

We have said it before: trustworthy data is the lifeblood of your Net Promoter program. Without it, there is little hope for creating meaningful and lasting customer-centric change in your organization. Consider the following goals: understanding the root cause of customer loyalty, linking loyalty to behavioral and financial outcomes, prioritizing process improvements, enabling closed-loop customer follow-up, and creating a culture of accountability through target setting and compensation. All ...