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Net Promoter Score Does Not Equal
Net Promoter System
Frontline Activation
Prioritised improvements; persistent cultural values; daily action
Solid Analytics
The Eight Net Promoter Processes
1. Reliable Metric
Sort Customers, understand
competitive position
2. Loyalty Economics
Support high-quality cost-benefits
estimates
3. Root Cause
Data and processes to draw insights
that unlock action
4. Closed Loop
Enhance relationships through true
dialogue
5. Learning
Coaching, training, experimentation
6. Action
Individual, team, function, enterprise
7. Robust Operational Infrastructure
8. Leadership and Communication

Publié dans : Marketing, Business
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