Are You Doing Net Promoter?

You don’t need to inhale to be doing Net Promoter. You don’t need to ask only one ultimate question. You don’t even need to call it Net Promoter. To be a Net Promoter practitioner, there are just three things your organization needs to be doing:

1. Systematically categorizing customers into promoters, passives, or detractors. If you prefer, you can call them loyal advocates, fair-weather friends, and adversaries.
2. Creating closed-loop processes so that the right employees will directly investigate the root causes that drive customers into these categories.
3. Making the creation of more promoters and fewer detractors a top priority so employees up and down the organization take actions based on their findings from these root-cause investigations.