Thanks to my discussion with Rob Israch, chief marketing officer and alliances at Tipalti, I have a much different view of net promotor score (NPS) and customer advocacy. Customer advocacy is a lot more of a growth driver than we might think, on the surface. And NPS might be the ultimate leading indicator of that growth.
According to Rob, if you peel back the layers of why companies like Salesforce and Zendesk and Slack have been so successful, you will see they had a lot of word of mouth, high retention, virality, high NPS scores, strong customer satisfaction and a company culture that support customers in such a way that customers are eager to tell others about these companies.
Customer talk about you. How great you are. How great your product is. How great it is to work with you.
This is all customer advocacy.
And NPS is a really good measure because it asks people about their willingness to recommend. In other words, are customers willing to advocate for you.
NPS measures advocacy.
Advocacy drives growth.
Therefore, NPS is a leading indicator of growth.
Growth is way better than retention.
Learn more about Rob:
* On Linkedin: https://www.linkedin.com/in/robisrach/
* Tipalti: https://tipalti.com/about/
