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Is Net Promoter Too-Little, too-Late for Nokia?
The Finland-based communications firm Nokia made news last week in what appears to be a significant change of strategy to stay alive. Perhaps the most important piece of news was lost in all the noise. First, here’s a good summary of Nokia’s current state. A statement from Nokia’s CEO:
“We too, are standing on a ‘burning platform,’ and we must decide how we are going to change our behaviour.” – Nokia CEO, Stephen Elop, Feb 8, 2011
Next, see how Nokia is starting to turn their once-mighty ship around by leveraging Net Promoter to become more customer-centric:
Is it too little too late? Time will tell. At least Nokia is taking some action.