Beth Schultz

Getting to a State of 'Quantified Confidence'

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BethSchultz
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Re: Actions over numbers
BethSchultz   7/29/2013 7:47:58 AM
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Right -- the metric shouldn't dictate the metric, the metric should help assess the the results of the action! Good point.

BethSchultz
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Re: fuzzy
BethSchultz   7/29/2013 7:46:06 AM
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Hi Jeff, that's sounds like a reasonable idea if any! Try it out for your organization/project -- and decide if it works or not. What works for some won't for others, after all!

BethSchultz
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Re: Agreed
BethSchultz   7/29/2013 7:44:13 AM
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Hi Pierre, so are you suggesting we keep with NPS and supplement or that we use NPS as the basis to develop a metric that takes into account greater complexity? 

Pierre DeBois
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Re: Agreed
Pierre DeBois   7/28/2013 10:17:00 PM
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I think it is certainly apropo, Beth. The value of metrics needs to be examined periodically, but maybe a complete revamp of an industry standard is not necessary. We have so much capability for developing a compound metric.  I am not suggesting reporting for reporting sake, but this illustrates how difficult changing an adopted metric can be.

Jeff
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fuzzy
Jeff   7/28/2013 8:45:45 PM
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I read the original post on this NPS.  I'm not in marketing so it's all new to me too.  The only thing I kept coming back too was that it seemed fuzzy.  Just not very mathematical or precise at all.  This seems to help.  But still.  I guess, for me, I would need to do an NPS project to really get it. 

WaqasAltaf
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Re: Agreed
WaqasAltaf   7/28/2013 1:48:46 AM
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Bulk, I agree with you. NPS can help marketers to assess the financial impact of their actions provided the NPS is linked to the financial model that quantifies everything in financial terms.

WaqasAltaf
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Actions over numbers
WaqasAltaf   7/28/2013 1:42:19 AM
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Developing a NPS and then deciding the actions is not the right way to go. Firstly action plans to build customer loyalty must be outlined and then trying to derive what impact each action has on customer loyalty on the NPS is the way to go. Often vision is lost if planning is started by keeping in view targetted numbers; instead the targetted market position should be thought out and then impact of actions to reach there be quantified.

BethSchultz
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Re: Agreed
BethSchultz   7/26/2013 8:12:26 AM
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Tom, I'd never heard that Chinese proverb but it does seem awfully apropos to this situation (as well as many others in the world of business and technology adoption).

 

bulk
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Re: Agreed
bulk   7/26/2013 2:02:40 AM
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I am inclided to agree as well, given the intergration and expertise surronding the system I think it makes far more sense to improve it than replace it. 

tomsg
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Agreed
tomsg   7/25/2013 8:58:04 PM
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There is a lot of experience and know ho around NPS and for that reason alone it makes more sense to improve it than replace it all at once. I am sure we will develop better measures, but an old Chinese proverb says that the way to cook a frog is to put him in a pot of lukewarm water and slowly heat it up until he is cooked. If you throw him into boiling water he will jump out.

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