Web 2.0 and NPS - A Marriage Made in Heaven

We've all heard of Web 2.0, the database-backed social web. But how can businesses profit from Web 2.0? Social networks, social media and other social web services - so what?

But put on your NPS Goggles and see the world from an NPS perspective, and the value of Web 2.0 becomes clear; it's all about using the Web to add to your value proposition to beat customer expectations (the key driver of NPS).

Web 2.0 is not about what your customer can do for you, it's about what you can do for your customer.

So here's a presentation outlining three proven Web 2.0 strategies from an NPS perspective. (Click here for Dr. Marsden's presentation.)

The key insight - in a nutshell - is that Web 2.0 allows businesses to build web services rather than web sites that add to your value proposition, beat market expectations and therefore drive growth.

Think Nike+, think Lego Factory, think Apple's new Me.com.

Web 2.0 is about the Web as a Value Delivery Platform, not a Brochureware Platform.

Enjoy - and feedback most welcome!

Comments

[Graham Brown (interested in mobile net promoter score)]

Web 2.0 seems ideally conducive to positive net promoter score ratings because it is by definition easy to spread the influence between peers. I am also interested on your views on mobile net promoter score. I've blogged your post over here @
http://www.mobileyouth.org/post/law-3-build-dialogue-using-the-right-channels-mobileyouthorgs-7-laws-of-youth-marketing/

[Layla Sabourian]

Hi Paul: What an impressive background you have, a Phd in word of mouth communication?? That must have been so much fun!One of my biggest challenge at my company is to convince our executives that our Web 2.0 strategies need to be more collaborative and in synch with our NPS efforts. For instance, we currently have Community, Customer Experience, and Social Media efforts run in 3 seperate departments, completely independent of each other. Despite several presentations on the topic, I feel like I am not getting the point across at all. Our company fails to see the value of our online community because they are in the format of 'support forums'. Do you have any advice for me on how to better build my case and prove that we need to be working under the same roof?