The Net Promoter System's "outer loop" is used to prioritize and address problems that can't be resolved by individuals or small teams. Rob Markey discusses why a robust, rigorous and transparent "outer loop" is essential to a solid Net Promoter System in this short episode.
Read more: The Net Promoter System's Outer Loop
A lot of companies find themselves a situation in which their competitors are increasingly adding value to their products, while they’re struggling to figure out which features and services might move the needle with customers. The leaders of these companies aren’t sure what level of service will capture more of their market—or if they should even focus on service.
It's the classic “how to play/where to win” question. Companies can't invest in everything. To succeed, they must distinguish themselves from competitors. Often this means meeting customers' deepest needs—aspirations they might not even be aware of.
Bain Partner Eric Almquist has spent much of his career researching these questions. In this episode, he discusses the 30 elements of value that draw customers most to a product or service. Companies that fulfill more of these needs have customers who are more loyal.
Does the Net Promoter Score gauge a customer's broader relationship with a company or just the customer's most recent experience? Or both? Who should make follow-up calls to customers?
Rob Markey addresses these questions and more in this episode.