Creating a culture of customer advocacy

There has been a range of both criticism and praise for the Net Promoter approach around the industry. Here are a couple of links to recent blog posts that you may find especially helpful:

What's Not Wrong with Net Promoter Score? Adam Ramshaw, a principal of customer experience specialist consulting firm Genroe (in Sydney), refutes some of the most frequent criticisms of NPS in a practical and helpful way
10 Lessons Learned from 10 Years of Net Promoter Satmetrix CEO Richard Owen's summary of some of the most important principles to follow when putting the Net Promoter approach into practice. Very, very consistent with Bain's approach (it should be, since he works closely with us)
Changing a Culture with NPS (registration/log-in may be required). This is the story of how Concentra, a healthcare provider in the US, uses NPS to help drive improvement throughout its facilities. It is posted on the blog for the Satmetrix NY 2010 Net Promoter conference (which will be held the first week of February 2010)

Update on Thursday, February 4, 2010 at 8:10AM by

Rob Markey

Bruce Temkin on NPS: Bruce Temkin of Forrester has a blog called Experience Matters where he summarizes some of his recent research and occasionally talks about an item of interest to him. He has several posts on NPS, and they are collected and summarized in his latest post.