In the tenth installment of Strategy Edge, Christopher Roberts delves into the importance of viewing NPS® (Net Promoter Score) not merely as a number, an aspect where numerous businesses falter. Explore actionable and realworld methods and tactics for nurturing a customercentric ethos and grasping how to transcend the fixation on scores alone. Uncover insights on utilizing benchmarking studies to enhance your brand strategy. Don't overlook the opportunity to unleash the full power of treating NPS®/CX as a discipline!

0:00 Introduction to the episode
1:51 How do organisations treat NPS (A common practice)
2:23 The pig anecdote on NPS
3:20 The myth of doing NPS
4:25 How to use benchmarking studies to understand NPS
5:00 Real Life Example drawbacks of treating NPS as a score alone
6:06 Mindset shift (continuation of example)
8:52 Downsides of focusing only on score
11:29 What do you mean by NPS discipline
13:23 Purpose of treating NPS as discipline

Christopher Roberts is a brand interventionist and creator of the Total Engagement Model. He is also the author of 10 Reasons Why CX/NPS® Programs Fail And your surefire solutions to succeed.

Purchase the book "10 Reasons Why CX/NPS® Programs Fail " here https://bit.ly/479y2sj

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NPS®, Net Promoter® and Net Promoter Score® are registered trademarks of NICE Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.

Schedule your obligation free one on one meeting with Christopher Roberts here https://bit.ly/meetwithes