The Link to Financial Performance via Net Promoter® Score

Colin Shaw

Chapter 8 in The DNA of Customer Experience, 2007, pp 120-134 from Palgrave Macmillan

Abstract: Abstract There are many businesses now investigating and using a new customer measure, Net Promoter® Score (NPS) and rightly so, as we believe this is a very good measure. However, once an organization has understood their NPS, we have been asked on a number of occasions “what should we do now?” NPS gives you a great top level view but needs some granularity to make the changes necessary to improve your score. In our experience some of these changes are physical, some emotional. Therefore, in its very construction, we have ensured that the Emotional Signature links directly to NPS so that these tools can be used together. This is exciting as it allows us to tap into the growing body of research on the link between NPS and financial performance. Qaalfa Dibeehi is our vice president of consulting and thought leadership and, as such, one of the key people, along with Steven Walden, our head of research, who has developed Emotional Signature. Qaalfa has gone on to specialize in NPS and its links to the Emotional Signature. Therefore it seems most appropriate that we let him explain how they complement each other and, moreover, how together they can be used as a powerful tool to improve your Customer Experience.

Keywords: Financial Performance; Customer Satisfaction; Customer Relationship Management; Customer Experience; Emotional Signature (search for similar items in EconPapers)
Date: 2007
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-0-230-21081-3_8

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DOI: 10.1057/9780230210813_8

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