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Getting to a State of 'Quantified Confidence'
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Re: Actions over numbers
  • 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.

Re: fuzzy
  • 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!

Re: Agreed
  • 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? 

Re: Agreed
  • 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.

fuzzy
  • 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. 

Re: Agreed
  • 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.

Actions over numbers
  • 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.

Re: Agreed
  • 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).

 

Re: Agreed
  • 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. 

Agreed
  • 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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