Maeve Naughton blogs about the Net Promoter Certification in a recent post. I've had the pleasure of joining several of the certification classes to date, but Maeve sums up it up better than I could.
What is the point of training like this? After all, it's not a particularly great business. It's hard to scale, to say the least - pulling together senior folk to spend time teaching is not necessarily the most productive use of their time.
However, if Net Promoter has a weak spot, it's the lack of well developed frameworks and techniques to make it work in practice. Actually, scratch that. It's the belief that you don't need these tools to make it work. Corporations big and small continue to trivialize their implementation of Net Promoter programs and are surprised when corporate transformation isn't as simple as applying a trivial mathematical calculation to a single question in a survey. We know from the studies we do that this doesn't get results but it's a proving a tough idea to break from.
So, even bringing a few hundred companies up to a level of knowledge that gives them a good chance of success is a terrific investment in the future of Net Promoter.
Oh, and while we are at it, the real secret to success has been that it's not the instructors just doing the training. The classes teach the instructors, and each other. The answer is out there somewhere....