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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.

I’ve worked in the consulting world, I’ve worked for blue-chip companies and I’ve gone through all the emotions of being a start-up entrepreneur. I’ve been at the receiving end and at the giving end of “advice” and in all my dealings and experience, what is it that really makes a good advisor?

Well, for a starter, I want authenticity; what I see is what I get, and when it comes to advice I don’t really care about tools and methods. Not really. Whatever the advice is about, I want someone who’s tried it before. I want someone who will be brutally honest with me. I may not like it and I may disagree, but I’ll respect that opinion, and ultimately it’s gonna help shape and influence my decision. Not that tools can’t be used – far from it – they just can’t replace “the real deal”.

One of the real deals is Søren Leth-Nissen, business coach and running the coaching company Nduna, a term which means exactly what he is and what he does: The executive advisor to the chief. Søren’s ambition is to move people forward and upwards. Doesn’t really matter what the tools are. The bottom line is, we’ll do “whatever it takes to get you there”. Now, I respect that and I’ll choose that any day over less experienced people with a tendency to hide behind tools and methods

Another good example is Bianca Hegedüs, who runs Hegedüs Creative Consulting. Forgive me for mentioning her without actually knowing her. I’m purely judging her on a speech given at Væksthuset in Copenhagen last week. Bianca came across as being authentic, offering her raw, unsweetened opinion and she, too, made the statement that tools tend to over-simplify things in the hands of people who don’t have the experience. I fully agree.

Simply put: An advisor must bring value through experience.