The Ultimate Question 2.0 (Revised and Expanded Edition)

9

Organize for the Long Journey

The NPS Loyalty Forum held its founding meeting at the headquarters of American Express in New York City on October 5, 2006. Since then the forum has met dozens of times at member facilities across Europe and North America. Long-term members such as Intuit, American Express, and Apple Retail have been utilizing the Net Promoter system for more than five years. Remarkably, the pace of learning and progress at these quarterly gatherings continues to accelerate, even for the veterans. They continue to discover new approaches and tactics that strengthen basic tools such as closed-loop feedback. They also continue to learn new applications of the NPS framework in areas such as finance, cost management, human resources, ...