This is a further follow-up from Bruce Temkin from the NPS conference in the States. We were going to attend it, and it is helpful to get some high level views of what might have been said.
It is VERY interesting that the views, of Bruce at least, is that NPS over simplifies the whole topic of Customer Experience measurement and tracking. I agree, to a point. In fact there are 2 points.
- From where our organisation is today, NPS represents the simplest way to begin the journey and energize the org. We have had nothing, now we have something. As we move we may need more things... etc. I believe our clients are in the same position more often than not. So the usefulness of NPS remains. This said, there is a long way for us to go, and it is going to be a huge challenge.
- I am always a bit cynical when analysts, who cover this stuff, make it seem even more complicated than it is.
My view, get started! NPS is as good as anything I have seen, and is beginning to work for my company.
Still, a good post.
QB.
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