Answering the Ultimate Question
How Net Promoter Can Transform Your Business
Chapter One
Net Promoter Fundamentals and
Operating Model
We have driven, since early 2000, the notion that to be
customer centered is a very important part of the value
system of our company and we have to keep that ever
present in our minds.
John W. Thompson,
chairman and CEO, Symantec
This chapter lays out the basic elements of the Net Promoter
Operating Model and sets the context for much of the rest of
the book. You may think this is an obvious task, but when posed
with the question, "What is Net Promoter?" we found that beyond
the metric, no consensus seemed to exist. We start with the metric,
summarizing the underlying concepts that support it, and draw
a distinction between it and more traditional approaches. Finally,
we propose a model to build a Net Promoter program and drive a
customer-centric culture.
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