Chapter 8. Setting Realistic Targets and Improvement Strategies
I would caution people not to focus as much on the raw NPS when comparing country to country but to look at how quickly each country is improving on prior performance. As leaders, our greatest contribution is setting the expectation for improvement and putting the right management team in place to make it happen.
How high should your organization reach when setting improvement goals for your Net Promoter program? If you set them too high, you risk demoralizing your people by pushing success out of reach. If you set them too low, you risk having the organization become complacent.
In this chapter, we look at how to set realistic targets in the context ...
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