Net Promoters
I had an interesting call with a company a week ago that has incorporated Fred Reichheld’s net promoter score deeply into their operations.
While I can’t comment on the strength or weakness of using NPS as a KPI, it showed how focused an organzation can get when it isolates one KPI and tries to maximize it.
Technology choices are based on impact on NPS. Champion/challenger tests focus on NPS. In fact, it seemed everything focused on NPS. It was actually quite refreshing, because everyone there knew the most important goal of company, and every decision was made to improve result son one dimension.
This company has been very successful over the last five years, and I will guess its because they focus in on one thing, and everyone works their tail off to make it better. They don’t get distracted by the latest shiny object to cross their path…and just relentlessly optimize their single most important KPI. Hard to compete with that.
