Answering the Ultimate Question

Introduction. 1 Net Promoter Fundamentals and Operating Model. A Net Promoter Primer. Why Traditional Approaches Fail. Net Promoter: Key Tenets. The Net Promoter Operating Model. Putting It Together: Implementing the Operating Model. 2 Using Customer Economics and Segmentation to Maximize Loyalty. Quest for Customer Intimacy. Segmenting for Optimal Results. Calculating Return on Promoters. Estimating the Impact of Word of Mouth. Conclusion. 3 Driving Change: Instill Customer-Centric DNA. Why Discuss Change Management? Aligning the Organization. Getting Senior Leadership Committed. Getting the Front Line Aligned. Goal Setting in the Context of Change Management. Program Governance Model. Conclusion. 4 Designing an Enterprise Roadmap. Customer Solutions. Relationship Versus Transactional Survey Processes. The Customer Corridor and Its Touch Points. Employee Solutions. Phased Versus Big Bang Approach. Sequencing Your Roadmap. Conclusion. 5 Building Trustworthy Data. What Is Trustworthy Data? Creating the Strategy: Three Key Elements. The Right Customers: Measuring Who Matters. The Right Question: Choosing the Right Metric. The Right Questions: Fitting Survey Strategy to the Business. Determining the Right Time to Measure. Other Considerations. Conclusion. 6 Determining the Root Cause of Promoters and Detractors. Common Analytical Approaches. Stated Driver Analysis. Inferential Driver Analysis. Comparison of the Tools. Conclusion. 7 The Closed-Loop Process. Defi ning Closed-Loop Excellence. Action at All Levels. Closing the Loop at the Front Line. Case Study: BearingPoint Closes the Loop at the Account Level. Closing the Loop at the Management Level. Closing the Loop at the Executive Level. Accountability at All Three Levels. Conclusion. 8 Setting Realistic Targets and Improvement Strategies. Relative Performance. Cultural Differences. Compensation. Improvement Time Frames and Rhythm. The Methodology for Setting Targets. Conclusion. 9 Innovation Drives Transformation. Technology Enables Transformation. Operational Improvements and Innovation. Developing Brand-Focused Communities. Identifying NetWorked Promoters. Conclusion. Resources: Interviews Conducted. References. Acknowledgments. The Authors. Index.