Loyalty Monitor Blog

Although the Net Promoter Score® process is a simple and effective way to measure and track customer loyalty, we should not fall into the trap of oversimplifying the drivers of loyalty.  For every product or service there is a series of steps, interactions, and opportunities to create or destroy customer loyalty. Each of these steps [...]

How would you like to know how to turn a customer into a lifetime Promoter all for the cost of a bottle of water? Read on to learn how the Marriott turned a guest into a life-time promoter through a well designed closed-loop performance management system.
David Mitzenmacher is a blogger and business executive who travels [...]

Credit Unions, like most businesses, are constantly striving towards finding that competitive edge which will push them past their competition and into new areas of profit, growth and success. The NPS® process provides that edge by identifying the key Promoters and Detractors within every organization.

I recently read on one of the Net Promoter® forums a posting that asked the question “Is my company big enough for an NPS® program?” My answer to that is, does your company serve clients? Assuming you have clients, would you benefit by having greater insight into their views of your relationship? If so, then your company is big enough for an NPS program.

A Net Promoter™ program requires executive commitment. Our experience shows that the smaller enterprises who have tried this approach find it to be a great investment to drive business growth and profit.

This article discusses the application of semi-automated semantic analysis to the typical NPS project. Semantic analysis provides a process to understand the key themes within a large variety of comments.

Within NPS, this is best used to make sense of the large number of comments included in the open ended questions. By applying semantic network analysis to promoters, detractors and passives, we can better understand what should be measured in addition to the likely to recommend question. By measuring the appropriate key drivers with an attribute question in your NPS program, you will be providing your field management with an immediate path of action to improve their NPS.