{"id":2413,"date":"2022-03-16T15:54:18","date_gmt":"2022-03-16T15:54:18","guid":{"rendered":"https:\/\/www.chatterresearch.com\/?p=2413"},"modified":"2023-03-03T13:30:27","modified_gmt":"2023-03-03T18:30:27","slug":"so-your-nps-is-72-whats-your-point","status":"publish","type":"post","link":"https:\/\/www.chatterresearch.com\/so-your-nps-is-72-whats-your-point\/","title":{"rendered":"So, your NPS is 72 \u2013 what\u2019s your point?!"},"content":{"rendered":"

[vc_row css_animation=”” row_type=”row” use_row_as_full_screen_section=”no” type=”grid” angled_section=”no” text_align=”left” background_image_as_pattern=”without_pattern” z_index=”” css=”.vc_custom_1652993407993{margin-top: 100px !important;padding-right: 15% !important;padding-left: 15% !important;}”][vc_column][vc_column_text css=”.vc_custom_1659040080360{padding-bottom: 20px !important;}”]<\/p>\n

BLOG<\/span><\/p>\n

So, Your NPS is 72 – what’s your point?!<\/span><\/h1>\n

[\/vc_column_text][vc_column_text el_class=”blog_author” css=”.vc_custom_1652730596280{margin-bottom: 60px !important;}”]by Zack Hamilton<\/strong>[\/vc_column_text][vc_single_image image=”2872″ img_size=”full” alignment=”center” qode_css_animation=”” css=”.vc_custom_1652730826094{margin-bottom: 60px !important;}”][vc_column_text]I remember one of my very first Zoom meetings as an executive advisor. It was with the CEO of a very large North American retailer. This brand is considered one of the top experiential brands in the world, and up until that point, we seldom had the opportunity to engage with any member of their executive leadership team.<\/p>\n

Our account leader opened the call and set the objectives for the meeting. Very quickly, the CEO of this retailer spoke up: \u201cWe have a NPS<\/a> of 72, I\u2019m not sure what value this call will provide.\u201d At that moment, our team froze. Except for me.<\/p>\n

I replied, \u201cSo what?\u201d (The silence was deafening).<\/p>\n

I continued, \u201cI couldn\u2019t care less what your NPS<\/a> is. When I look at your text analytics, the topics that are negatively impacting your experience this quarter have been trending negative for the last 18 months. Which means, your brand could be providing a significantly better experience that deepens your moat and accelerates your competitive differentiation.\u201d<\/p>\n

That got his attention. I saw his demeanor change. He was engaged. And the questions continued for another 45 minutes \u2013 well beyond our 30-minute scheduled meeting.<\/p>\n

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The problem: executive leaders are too fixated on the score<\/span><\/h3>\n

 <\/p>\n

This CEO is not alone. As a matter of fact, this is a common sentiment among many CEOs I\u2019ve spoken to throughout my career. For more than two years, I spent hundreds of hours on Zoom calls with executive leaders discussing the value (or lack thereof) of their experience strategy.<\/p>\n

The two most common questions I would receive from leaders were:<\/p>\n