Innovating Analytics: How the Next Generation of Net Promoter Can Increase Sales and Drive Business Results

Chapter 1

Customer Experience 2.0

In the fall of 2011, ForeSee played host to a few hundred clients who came to our hometown of Ann Arbor, Michigan, for our annual user summit. The week of our user summit is always such a great time to interact with our clients and hear their opinions, not only about what we're doing but also about the customer experience industry in general. Among many other topics up for discussion over the three days, I was planning to introduce WoMI, or the Word of Mouth Index, which my company, ForeSee, designed to substantially build on the value of the Net Promoter Score (NPS). At that point, we'd already conducted research to test the fundamental concepts behind WoMI and were ready to invite our clients to join in for the second round of testing.

I didn't have long to wait to start hearing attendees' opinions. In the lobby, on my way to grab an early breakfast in the University of Michigan's Executive Education Center, I passed one of our clients on his way back from the exercise room. (I wish I could say I ran into him in the hotel gym, but I can barely make time to eat during our summit, much less exercise!)

As we crossed paths, he caught my eye and bellowed, “Hey, I hear you're gonna tell us tomorrow all about why you hate NPS! Let me tell you something. You're way off base. I love it.”

I smiled, not quite prepared for a confrontation at 7:24 in the morning, and replied, “Well, you've got me wrong. I don't hate NPS, although in the past I've had critical ...