Does your company have just one Net Promoter Score? Or perhaps you have a few from different stages of the customer journey? And then this score is used to make significant business and/or customer experience decisions? This methodology may be beneficial for some of your customers – but it may be the opposite for others. The reason is that different customer segments have different NPS scores. As a quick review, NPS’s best utilization is as a gauge of predicted organic growth

I recently bought a Linksys Velop mesh Wi-Fi system from Best Buy and also hired Geek Squad (owned by Best Buy) to implement the product. I am very happy with the overall experience and the Wi-Fi is blazing fast both inside the house and in the backyard. Best Buy and Linksys appear to be using Net Promoter Score based on my experience with both the product and the implementation service. Within three hours after Geek Squad finished implementing the system, I received an email

Over the years, NPS has grown from a metric used by key executives to an overall program that defines the culture of a business. While the metric itself is highly valuable, the real impact comes from the change in culture brought about when everyone focuses on the same goal of delighting customers. Certain elements must be in place to successfully weave NPS into company culture. The most important is executive leadership. Employees must hear consistently that the company exec

VCs and angels invest billions of dollars into startups across every industry imaginable. These startups are at all different stages of product development and customer experience development. Some are at the conceptual phase, some are in beta testing and some are fully delivering products or services to live customers. Once a startup has at least 50 customers it should begin gathering NPS metrics. Here are five reasons VCs should collaborate with portfolio companies to calcu

Over the last 15 years Fortune 1000 companies have widely adopted the Net Promoter Score methodology. Case study after case study has shown how careful dedication to a comprehensive approach to NPS has delivered ROI. However, many startups and rapid growth companies have not implemented the model or reaped the benefits. Here are five reasons a startup should implement net promoter score as soon as it has at least 50 customers. First, NPS can be used to establish a critical ba

This is the first of what will (hopefully) be many interesting blog posts on our website. Our company is all about signals. Signals that are sent to us by customers, employees, partners and even competitors. These signals occur every day and contain valuable feedback, input and ideas for every business. Turning these signals into patterns of messages and insights requires careful process and attention to detail. Luckily, many innovative companies have developed software platf