Customer Engagement

This observation prompted Fred Reichheld of Bain and Co. to innovate the Net Promoter Score TM based on what he dubbed “The Ultimate Question.”

“On a scale of 1 - 10 would you recommend us to a friend?”

 Whilst the evidence strongly links growth with advocacy the rating of advocacy itself does not provide any guidance about the next steps ahead to deliver it.

We believe that there are ways to improve customer advocacy but that the single  question alone is not in isolation adequate to point the way to next steps.

The TripleIC Advocacy survey probes two other areas. The keys are the understanding and consistent meeting of client needs and alignment between Board, Middle Management and Customers when addressing the subjects of understanding and delighting clients.

To learn more about this approach and for case study evidence
email introduction@fearlessconsulting.co.uk