Is NPS Bogus? Satisfied Customers Leave All the Time.

Are your customers satisfied?
Yawn.
Show Notes:
[00:02:00] PART1:

1. The concept of customer satisfaction

• The importance of satisfying customers
• The issue of using satisfaction as a metric

1. The evolution of customer satisfaction measurements

• The early days of customer satisfaction measurements
• The rise of the Net Promoter Score (NPS)

[00:10:00] PART2:

1. Critiques of the NPS

• The problems with using NPS as a sole measurement tool
• The challenge of interpreting and acting on NPS scores

1. Alternatives to NPS

• The 1-to-5 rating scale and its benefits
• The importance of focusing on the experience rather than the score

[00:22:50] PART3:

1. Critiquing the NPS methodology

• The arbitrary nature of the 1-to-10 scale
• The limitations of measuring intentions rather than actions

1. Improving customer satisfaction measurement

• The value of consistency in measurement
• The importance of actionable insights from survey data

1. The power of unexpected, exceptional experiences

• The difference between satisfying and delighting customers
• The significance of being proactive in creating memorable customer experiences

Conclusion:

• Thank you for listening to the B2B Marketing and Sales Podcast
• Encouraging listeners to subscribe, rate, and review the podcast

Please note that the time indications are approximate and may not correspond exactly to the actual podcast content.

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Interested in learning how Voice of the Customer can grow your business? Contact Dave: [email protected]
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