How to make the world a better place

Posted: February 13, 2011 in Company culture, Motivation, Positive psychology, Uncategorized
Tags: , , ,

I just retweeted a tweet by Rob Markey passed on by my colleague Jacob Bøtter that said “If every company built its discipline on the Net Promoter Score, the world would be a better place” – Graham Button #nps2011“.

Without going into the ins and outs of the Net Promoter Score (NPS) it’s a unique way to measure, not customer satisfaction, but customer loyalty. It starts with one simple question: “On a scale from 0-10 how likely are you to recommend our company to a friend or a colleague?”. People answering 9 and 10 are promoters, 7 and 8 are passives and 6 and below are detractors. The stats prove it. Promoters are your ambassadors and allies; they actively and joyfully promote your company to friends, colleagues and family. Passives do none of all that and detractors actively engage in slandering your company.

We’ve used it for a while at Wemind and more than anything else it’s one of the best ways to engage everybody in dazzling our customers. It really changes behavior – and it starts with the employees. Said John Mackey, founder and CEO of Whole Foods Market: “Business is simple. Management’s job is to take care of employees, The employees’ job is to take care of the customers. Happy customers take care of the shareholders. It’s a virtuous [not a vicious] circle.”

Being involved in impressing customers and exceeding their expectations is such a rewarding activity that it has the potential to inspire and motivate us to whole news levels. Knowing that the customer will feel the same, will indeed make the world a better place.

  1. […] This post was mentioned on Twitter by Ole Kassow, Ole Kassow. Ole Kassow said: How to make the world a better place #NPS #inspiration […]

  2. karsten pers says:

    There are many ways to start making the world a better place. Customer loyalty is one tiny way, The Tahir Square… oh, did you mean BUSINESS world ;-)

    regards The Word Guy

  3. olekassow says:

    You’re right Karsten. There are things bigger than customer loyalty and Tahrir Square is definitely a prime example, which my friends and ex-colleagues in Cairo can proudly testify.

    And yet there are striking similarities. Both customer loyalty and the (relatively peaceful) revolution in Egypt are both borne out of different measures of social capital. Mubarak because he had no social capital and legitimacy whatsoever and customer loyalty because you have them in abundance.

    I think governments and businesses alike will need to recognize this fact – and then the world will be a better place.

    • karsten pers says:

      that’s definately positive thinking! If only we were all better people it would be a better world… Hasn’t helped the world much yet…

      Smile og Die! (read it everyone!)

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