Chapter 6. Determining the Root Cause of Promoters and Detractors
We view NPS as not just a metric but a holistic methodology that enables employees to listen proactively to customers, learn to understand the things that the customer liked and did not like, and then start to identify the actions that are needed to improve the experience for our customers so that we can earn their loyalty.
No experiment is ever done in the absence of a hypothesis. The same is true for a Net Promoter program. No program begins with a clean slate and infinite possibilities; it begins with hypotheses about what drives the creation of Promoters and Detractors. The assumptions underlying these hypotheses may be part hunch, ...
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