The Net Promoter Methodology was born out of a decade-long research study by a group of independent consultants called Bain and Company trying to determine was, “What are the key drivers for growth and profits in rapidly growing companies.”  What they found was that the best predictor of growth was whether or not you were developing a loyal customer base.  From there they set out to define what makes a loyal customer; what they found was that the likelihood to recommend was a key factor in loyalty.  So that is where they came up with what they call the “ultimate” question which has become so prevalent today.

Watch the following video for a brief yet thorough primer on NPS:


How do you know that all of your customers are receiving a consistent experience? Are they sharing that experience with their friends and family? As your business grows, it’s increasingly important to ensure that you continue delivering the service that got you to where you are now.

To help you get started, we’ve distilled 4 secrets from our brand promise webinar into this mini video series.

Watch now and learn:

  • Why satisfaction falls short when crafting a brand promise
  • The #1 tool to measure a customer’s emotional connection to your brand
  • Key tactics on how to use feedback to manage your business
  • 4 ways to get happy customers to tell their friends