Using Insight Communities with Net Promoter Score
By Paddy Corr · 19 January 2018 · 1 minute read
#GetClose Client Briefing (Hong Kong)
Net Promoter Score (NPS) has become part of the fabric of business for many of us. It’s everywhere! Sometimes though, that can feel more like contagion than cure. But don't reach for your hazmat suit just yet. For our first #GetClose client briefing of 2018, we were joined at WeWork in Hong Kong by research industry veteran and data science expert, Shawn Henry, founder of Camorra Research in New Zealand.
Shawn introduced a systematic and innovative approach, focused on making NPS context-specific and highly actionable, including:
- Unlocking the elusive human side of NPS with stories of customer experience that can drive organisational change
- Connecting NPS to the rest of your data: systematically connecting transactional data to relationship and market level insights
- Understanding detractors: they are more dynamic than you think, and community insights can predict what you really need to create advocates for your brand