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Net Promoter Hype vs. Reality

Posted on April 27, 2010 , by Steve Bernstein

I recently wrote about Peer 1’s customer success challenge to their hosting industry competitors. Their call has been answered, and the ante was raised in the process with “better” scores. Interestingly, this competitor was also proud of their response rates – a step in the right direction, but if you’ve been reading this blog you also know my position on coverage rates as a more important indicator. Just a few of the questions I have here are
1. Will these companies tap their base of promoters and detractors to drive incremental revenue growth?
2. How will these firms leverage the goodwill of their promoters to actually “promote?”
3. Have these firms leveraged their customers to understand any real differences that may exist between them?
While it’s interesting to watch this ‘debate’ I hope instead that we’ll be able to see some genuine leadership and definitive action. Stay tuned…?