The Net Promoter® Score (NPS®) has historically been a consumer satisfaction benchmark that some organizations have adapted into a metric for measuring customer loyalty. Many in the Net Promoter® Score community have discovered that the data they are receiving through using the NPS® methodology gives inadequate insight on their customer relationships. While the NPS® is a good indicator of a customer's perception towards your business, it does not always provide the actionable insight needed to plan the direction of your organization's customer experience strategy.

Dennis Chapman Sr., President and Founder of The Chapman Group (TCG) discusses the shortcomings of the NPS® methodology and how TCG's LoyaltyProfessional™ business unit fills in the gaps of information that help an organization align customer experience strategies and tactics with the voice of the customer that they are receiving through customer surveys.

Learn where the NPS® falls short as a metric for surveying key accounts in uncovering actions that will influence and drive customer experience strategies, and how utilizing additional customer loyalty metrics can take your voice of the customer (VoC) program to whole new level of effectiveness and success.

Listen to the entire podcast or use the table of contents below:

0:00 | Introduction

01:01 | Corporate Executive Board study on how Loyalty Impacts Revenue

02:25 | The Problem Facing Net Promoter® Score Community (NPS Community)

03:00 | NPS® Q&A: On a scale of 1-10 how likely are you to recommend Net Promoter® Score as an enterprise customer feedback metric?

03:35 | NPS® Q&A: Why should suppliers go beyond the Net Promoter® Score metric to get customer feedback?

04:10 | NPS® Q&A: Does NPS® Provide data indicating the probability of a customer defecting?

04:52 | NPS® Q&A: Does the Net Promoter® Score Indicate a customer's dependency on the supplier?

05:58 | NPS® Q&A: Why do companies still use and rely on the NPS® metric for customer feedback?

07:15 | NPS® Q&A: How does Net Promoter® Score impact the account planning process?

08:50 | NPS® Q&A: What other feedback data points are essential to the account planning process?

10:58 | NPS® Q&A: Is Net Promoter® Score an adequate tool for business-to-business customer experience measurement?

12:08 NPS® Q&A | Why should businesses consider moving beyond the Net Promoter® Score metric?

13:24 | Net Promoter® Score Discussion Summary

Net Promoter® Score Q&A | Customer Satisfaction vs. Customer Loyalty Metrics

The World Economic Outlook is more than projected growth rates. The research behind those projections tells the story of how 190 countries, slowly but steadily, found their way through the fog of the past few years to emerge a testament to the resilience of the global economy. Pierre-Olivier Gourinchas is IMF Chief Economist and brings together the multitude of analytics, data and insight that provide the signposts. In this podcast, Gourinchas says while the fears of a global recession have not materialized, the path ahead is not without obstacles. 
Transcript: https://bit.ly/4b5O6x6  

Read the full report at IMF.org

Pierre-Olivier Gourinchas on the Global Outlook: Steady but Slow

Fresh chaos, arrests on US college campuses as police flatten camp at UCLA, jurors in Trump hush money trial hear recording of pivotal call on plan to buy affair story, and 11 sets of twins set to graduate high school together.

This Morning with Gordon Deal May 03, 2024

A dramatic overnight raid in New York City was just one sign that protests at American universities are set <a href="https://www.economist.com/united-states/2024/04/30/escalating-protests-expose-three-fault-lines-on-american-campuses?utm_campaign=a.io&utm_medium=audio.podcast.np&utm_source=theintelligence&utm_content=discovery.content.anonymous.tr_shownotes_na-na_article&utm_term=sa.listeners" rel="noopener noreferrer" target="_blank">to continue</a>—a clear historical echo in an already-fraught election year. We ask why a niche newspaper run by Japan’s communist party has <a href="https://www.economist.com/asia/2024/04/18/an-obscure-communist-newspaper-is-shaping-japans-politics?utm_campaign=a.io&utm_medium=audio.podcast.np&utm_source=theintelligence&utm_content=discovery.content.anonymous.tr_shownotes_na-na_article&utm_term=sa.listeners" rel="noopener noreferrer" target="_blank">so much influence</a> (13:05). And a study of <a href="https://www.economist.com/culture/2024/04/05/the-drawbacks-and-benefits-of-solitude?utm_campaign=a.io&utm_medium=audio.podcast.np&utm_source=theintelligence&utm_content=discovery.content.anonymous.tr_shownotes_na-na_article&utm_term=sa.listeners" rel="noopener noreferrer" target="_blank">new books</a> on loneliness reveals both the benefits and drawbacks of solitude (20:39). Listen to what matters most, from global politics and business to science and technology—<a href="https://subscribenow.economist.com/podcasts-plus" rel="noopener noreferrer" target="_blank">subscribe to Economist Podcasts+</a>. For more information about how to access Economist Podcasts+, please visit our <a href="https://myaccount.economist.com/s/article/What-is-Economist-Podcasts" rel="noopener noreferrer" target="_blank">FAQs page</a> or watch <a href="https://www.youtube.com/watch?v=Gczo71bg1uY" rel="noopener noreferrer" target="_blank">our video</a> explaining how to link your account <hr> Hosted on Acast. See <a style='color:grey;' target='_blank' rel='noopener noreferrer' href='https://acast.com/privacy'>acast.com/privacy</a> for more information.

The Intelligence: Going back to raid school

Ever since there have been smartphones and social media, there have been concerns about how they might be affecting children. Over the past decade, doctors have seen a decline in mental health in the young in much of the rich world. But whether that rise can be attributed to technology is still a matter of fierce debate. Nevertheless, <a href="https://www.economist.com/science-and-technology/2024/04/17/what-is-screen-time-doing-to-children?utm_campaign=a.io&utm_medium=audio.podcast.np&utm_source=babbage&utm_content=discovery.content.anonymous.tr_shownotes_na-na_article&utm_term=sa.listeners" rel="noopener noreferrer" target="_blank">demands are growing</a> to proactively restrict teenagers’ access to phones and social media, just in case. How concerned should parents and teachers be? Or is this just another moral panic?&nbsp; Host: Alok Jha, The Economist’s science and technology editor. Contributors: Tom Wainwright, The Economist's technology and media editor; Clare Fernyhough, co-founder of Smartphone Free Childhood; Carol Vidal of Johns Hopkins University; Pete Etchells, a psychologist at Bath Spa University and the author of “Unlocked: The Real Science of Screen Time”. Listen to what matters most, from global politics and business to science and technology—<a href="https://subscribenow.economist.com/podcasts-plus" rel="noopener noreferrer" target="_blank">subscribe to Economist Podcasts+</a> For more information about how to access Economist Podcasts+, please visit our <a href="https://myaccount.economist.com/s/article/What-is-Economist-Podcasts" rel="noopener noreferrer" target="_blank">FAQs page</a> or watch <a href="https://www.youtube.com/watch?v=Gczo71bg1uY" rel="noopener noreferrer" target="_blank">our video</a> explaining how to link your account. <hr> Hosted on Acast. See <a style='color:grey;' target='_blank' rel='noopener noreferrer' href='https://acast.com/privacy'>acast.com/privacy</a> for more information.

Babbage: Teens and their screens

When you look around the world, and at a wider set of measures, Generation Z are <a href="https://www.economist.com/leaders/2024/04/18/reasons-to-be-cheerful-about-generation-z?utm_campaign=a.io&utm_medium=audio.podcast.np&utm_source=theintelligence&utm_content=discovery.content.anonymous.tr_shownotes_na-na_article&utm_term=sa.listeners" rel="noopener noreferrer" target="_blank">far better off</a> than the popular narrative would have you believe. We examine what India’s push to <a href="https://www.economist.com/asia/2024/03/14/india-is-souping-up-its-nuclear-missiles?utm_campaign=a.io&utm_medium=audio.podcast.np&utm_source=theintelligence&utm_content=discovery.content.anonymous.tr_shownotes_na-na_article&utm_term=sa.listeners" rel="noopener noreferrer" target="_blank">soup up its nukes</a> means for the global arms race (09:30). And even as global fertility rates fall, sub-Saharan Africa is experiencing a <a href="https://www.economist.com/graphic-detail/2024/04/16/what-a-baby-boom-means-for-africa?utm_campaign=a.io&utm_medium=audio.podcast.np&utm_source=theintelligence&utm_content=discovery.content.anonymous.tr_shownotes_na-na_article&utm_term=sa.listeners" rel="noopener noreferrer" target="_blank">relative baby boom</a> (17:11). Listen to what matters most, from global politics and business to science and technology—<a href="https://subscribenow.economist.com/podcasts-plus" rel="noopener noreferrer" target="_blank">subscribe to Economist Podcasts+</a>. For more information about how to access Economist Podcasts+, please visit our <a href="https://myaccount.economist.com/s/article/What-is-Economist-Podcasts" rel="noopener noreferrer" target="_blank">FAQs page</a> or watch <a href="https://www.youtube.com/watch?v=Gczo71bg1uY" rel="noopener noreferrer" target="_blank">our video</a> explaining how to link your account. <hr> Hosted on Acast. See <a style='color:grey;' target='_blank' rel='noopener noreferrer' href='https://acast.com/privacy'>acast.com/privacy</a> for more information.

The Intelligence: The kids are alright, turns out

France’s president is known for pronouncements of grand scope with one eye toward history. But when our journalists visited him at his residence his assessment of the state of the world was bleak—a dark, prophetic <a href="https://www.economist.com/leaders/2024/05/02/emmanuel-macrons-urgent-message-for-europe?utm_campaign=a.io&utm_medium=audio.podcast.np&utm_source=theintelligence&utm_content=discovery.content.anonymous.tr_shownotes_na-na_article&utm_term=sa.listeners" rel="noopener noreferrer" target="_blank">call to arms</a>. In this special episode, we ask whether his view is accurate, whether his <a href="https://www.economist.com/europe/2024/05/02/how-to-rescue-europe" rel="noopener noreferrer" target="_blank">proposed solutions</a> would work and whether he is the person to enact them. Read the full transcript of our interview <a href="https://www.economist.com/europe/2024/05/02/emmanuel-macron-in-his-own-words-english?utm_campaign=a.io&utm_medium=audio.podcast.np&utm_source=theintelligence&utm_content=discovery.content.anonymous.tr_shownotes_na-na_article&utm_term=sa.listeners" rel="noopener noreferrer" target="_blank">here</a>. Listen to what matters most, from global politics and business to science and technology—<a href="https://subscribenow.economist.com/podcasts-plus" rel="noopener noreferrer" target="_blank">subscribe to Economist Podcasts+</a>. For more information about how to access Economist Podcasts+, please visit our <a href="https://myaccount.economist.com/s/article/What-is-Economist-Podcasts" rel="noopener noreferrer" target="_blank">FAQs page</a> or watch <a href="https://www.youtube.com/watch?v=Gczo71bg1uY" rel="noopener noreferrer" target="_blank">our video</a> explaining how to link your account. <hr> Hosted on Acast. See <a style='color:grey;' target='_blank' rel='noopener noreferrer' href='https://acast.com/privacy'>acast.com/privacy</a> for more information.

The Intelligence: Our meeting with Macron

Jared Gans from The Hill joined America's First News with a look at President Biden and Donald Trump's paths to victory in the Electoral College.

Here are Biden and Trump’s paths to victory in the Electoral College

11 sets of twins are on track to graduate high school together. We hear the story from Mike Gavin.

Net Promoter® Score Q&A | Customer Satisfaction vs. Customer Loyalty Metrics

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