My Photo
Blog powered by TypePad

Subscribe in
Bloglines

Add Profitable
Marketing to
Newsburst from CNET
News.com

Subscribe in
FeedLounge

Add to
Google

Add to My AOL

Blog tools

Counter


Recommended Reading

« Profitable Marketing Is Now One Year Old | Main | An Intelligible Approach to Good Problem Solving »

August 10, 2007

TrackBack

TrackBack URL for this entry:
http://www.typepad.com/services/trackback/6a00d83452db6569e200e393397a408834

Listed below are links to weblogs that reference Net Promoter Score (NPS) and Wild Elephants:

Comments

Suzanne Obermire

What a great analogy. I had to laugh.

What this discussion has really brought to light (in my opinion) is the sad fact that analytical types have done a horrible job of communicating their findings to senior management. Hence, the need for a 'simple' metric that can be easily understood.

As someone who deals with analytics every day, I know that it's key to take the extra time to translate findings to my audiences' language. You absolutely have to package data differently for the Direct Mail manager than for the CFO, as an example. It's obvious that their needs are different, and the impact the analysis has on their jobs are totally different.

This argument cements the need to make sure that if we want research findings to be understood, accepted and acted-upon, we really have to ensure that they're presented with the right focus, in the right language and targeted specifically to the audience.

Amy Madsen

Numerous companies - such as HSBC, Charles Schwab, Philips, Intuit, Experian, LEGO, T-Mobile - are improving their businesses with Net Promoter. Should any of your readers be interested in learning about these successes, here is a link - many of the links to go to write-ups of presentations from executives from these companies: .

Indeed, one of the bloggers is Dr. Paul Marsden, who you reference above.

Adelino de Almeida

Amy:

I am flattered that, once again, you're trying to increase readership of a blog about NPS at my expense. Maybe you should read my post a bit more closely!?

Jeffry Pilcher

I'm not a fan of NPS, but I would have liked to see the link Amy provided. Unless she's a chronic comment spammer, the censorship seems petty.

Larry Freed

Great post! I love the wild elephant story. Some interesting stories and details coming out on NPS. Check out http://www.freedyourmind.com/?p=53 and http://www.customerthink.com/system/files/netpromoter_serious_flaws_tarnish_simple_idea.pdf by yours truly and a great article by Bob Thomspson at CustomerThink, http://customerthink.com/article/ultimate_loyalty_metric_grow_your_business .

Bottom line - NPS doesn't work. Don't get sucked into the hype.

John Marden

As quoted above, "...NPS doesn't work. Don't get sucked into the hype."

NPS only works if you use it for something. You interview promoters to understand how to improve your marketing mix and communications. You interview detractors to understand where you improve your processes.

Many Market Researchers dislike Net Promoter Score because it is such a straightforward metric. The number does not mean a thing if done only once with no follow-up.

Verify your Comment

Previewing your Comment

This is only a preview. Your comment has not yet been posted.

Working...
Your comment could not be posted. Error type:
Your comment has been posted. Post another comment

The letters and numbers you entered did not match the image. Please try again.

As a final step before posting your comment, enter the letters and numbers you see in the image below. This prevents automated programs from posting comments.

Having trouble reading this image? View an alternate.

Working...

Post a comment