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.