Imagine a world in which your customers are so excited after shopping at your organization that they rush out to tell their friends and family. If this happened with every one of your customers you wouldn’t need to spend a dollar on advertising because all your advertising would be done for you. (Well, this is a little bit of an exaggeration but you get the point).
Sales would sky rocket; earnings would double; staff, stakeholders and obviously customers would all be happier. This is not a fantasy world, this can be achieved by managing a rating by customers from one simple question “ How likely are you to recommend?” It is called the Net Promoter Score.