6
Winning Results with NPS
Why do companies adopt the Net Promoter system? What happens when they do? What are the typical first steps—and the second and the third? What are the keys to success, and the biggest obstacles? What can the adopters hope to accomplish? Where will this journey toward customer centricity take them?
These are important questions to ask before you embark on the Net Promoter journey. The rest of this book will try to provide some answers. Since the first edition appeared, thousands of companies have begun to use NPS to build customer loyalty and to transform their businesses. They have learned a great deal in the process, partly from each other but mostly from their own experience. In chapters 7, 8, 9, and 10, which are ...
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