NPS® (Net Promoter System℠ / Net Promoter Score℠) was originally designed for B2C (Business to Consumer) as a predictor of loyalty. After working at Satmetrix Systems, the originator of the research behind NPS®, Steve Bernstein helped found Waypoint Group to tackle how to use NPS® in a B2B (Business to Business) environment. B2B has a significantly different buying cycle (both in length and complexity) from B2C, and often, many stakeholders influencing the buying decision.
Steve joins Next in Queue this week to discuss:
· The difference between Net Promoter System℠ and Net Promoter Score℠
· Sampling Strategy and why Response Rate is a critical metric
· The issues with “transactional” NPS®
· When and how often to engage with customers on NPS®
· Why he hates the term, “survey”
· And why NPS® should not be part of an agent scorecard
Connect with Steve on LinkedIn – https://www.linkedin.com/in/sbernstein/
Failure Sucks – https://www.amazon.com/Failure-Sucks-More-Your-Customers-ebook/dp/B00N9DCDAA/ref=sr_1_1
Music courtesy of Big Red Horse – https://bigredhorseband.com/
Brought to you by Happitu – https://happitu.com/
Net Promoter®, NPS®, NPS Prism®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld. Net Promoter Score℠ and Net Promoter System℠ are service marks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.
