The Earned Growth Rate (EGR) helps executives overcome the temptation to use NPS as a bonus target instead of a learning tool.
New York Times bestselling author Fred Reichheld says when NPS becomes a target it loses effectiveness as a measuring instrument.
When employees find a way to game the system in order to hit a certain NPS score, it defeats the purpose (which is to close the feedback loop, improve the product, eliminate pain points, and perfect the customer experience).
This creates loyal promoters of your brand who love your products so much they come back for more and bring their friends.
EGR is an auditable statistic that takes an existing book of business, tracks its growth, and determines how much new business comes from the referrals & recommendations of existing customers.
For more on loyalty, Net Promoter, and EGR, check out Fred's new book:
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