Today, I had the pleasure of interviewing Richard Owen on my TV show, to discuss this book. Not many people can earn this title, but Richard is clearly a thought leader in his field. This book is your comprehensive guide to measuring the impact of your customer experience and then TAKING THE NECESSARY ACTION to grow your business in a way that has your entire team on board and excited about what they can create together. Anyone who's serious about connecting the dots between customer service and business growth must read this book.
The promise on the front of this book that this book will help you harness the power of the net promoter is true. This book is a very good book when read the Ultimate Question. The book can be read the best in order of appearance wile the most chapters take care about one subject inside the operating model
This book provides a lot of usuable methods, models and tools to draw specific conclusions from your NPS Data. The book also provides some extra questions that will allow you to segmentate and calculate real Dollars to the Net Promoter Score.
If you want to understand the motivation and methods for introducing a Globally accepted Customer Satisfaction Survey (Net Promoter Score) then this book is a must read! I have been an advocate of the NPS for some time - this book helped me to introduce the concept as well as the idea of creating a Customer Centric DNA in our organization. We have adopted these concepts in our Service Desks around the world with excellent results. The NPS concept has also provided a global benchmark against which we can measure our results. Fantastic.
Covers the basics of implementing NPS and useful supplement to the Ultimate Question 2.0. Also got me thinking about the basics of customer segmentation. I liked the concept of using a "customer corridor" to map the customer's journey through your organization and measure satisfaction at key touch points.
Greenpeace would probably vote to cut this book into half of its length to preserve more forests.
I certainly acknowledge effort to put together new ideas on NPS score and it's usage in organization. As an CRM manager operating NPS for some time I found this book little of inspiration where to go in future. May be next time (edition) ...