Laura Brooks

About Laura

  • Dr. Laura Brooks, VP, Research and Consulting, Satmetrix, is a thought leader in customer experience methodology, research, and consulting on business optimization around the customer. She writes on B2B customer experience management, Net Promoter methodology, and best practices.

Trademark Info

  • Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.

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Once I have enough stratified customer responses and have done the analysis, the hard part is to convince our company leadership to take action.
Can you offer any advice??


Good article. Could you help me better understand the definitions of SMB, mid, and enterprise? Are there specific revenue categories associated with each of these?

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