Like a lot of apparently good ideas, the 'devil is in the detail' with Net Promoter Programs...

The good news, however, is that there is a developing body of public NPS knowledge and to some degree an "open source" approach fostered by the originators of the Net Promoter concept - Frederich Reichheld, Bain & Company and Satmetrix Inc. The Satmetrix NPS certification course attended recently by this student is one example of this.

The term "Voice of the Customer" (VoC) is a very useful term for initiatives designed to improve customer experience but it is also a term that has been bandied about in a very loose manner. So it is good to see from Bruce Temkin (Forrester) some definition of terms and analysis of how the concept can be translated into practical action!

Happy employees make for happy customers, right?