Do hard things; NPS inflation; fake news about book sales: Newsletter 1 May 2024
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Do hard things; NPS inflation; fake news about book sales: Newsletter 1 May 2024

ByJosh Bernoff

Newsletter 42: Make an effort or fade away, labelling killer foods, don’t trust NPS braggarts, plus three people to follow and three books to read. The effort is the point Everything about our modern world — at least in the prosperous part of it where you probably live — is designed to make things easier….

How not to improve your company’s Net Promoter Score
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How not to improve your company’s Net Promoter Score

ByJosh Bernoff

HBR published an article called “How to Improve Your Company’s Net Promoter Score.” What a misguided goal! About the quest to improve NPS A little background here. Bain fellow Fred Reichheld invented Net Promoter Score (NPS) decades ago. In NPS, you ask your customers, “How likely is it that you would recommend this product or…