Net Promoter Score: Would You Recommend Us? Posted by Customer Passion LLC | January 27th, 2006
BearingPoint Inc. is considering tying bonuses to the scores after it found that clients that give high net promoter scores also show the highest revenue growth. The approach is gathering steam at a time when CEOs are increasingly focused on getting closer to customers. It also plays into the executive lament that loyalty management programs, which track customer retention, are among the most ineffective tactics in their toolbox. Pair that with mounting recognition of the power of word of mouth and social networks, and it’s easy to see why buzz is building. Filed under Customer Feedback System, Building Customer Loyalty, Improving Customer Satisfaction, and Word of Mouth Marketing.
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