In the [[Net Promoter Score]] calculation, customers who give a score of 9 or 10 on the 0-10 scale are considered as promoters and are referring to customers that are typically loyal (See [[Loyalty]]), enthusiastic, and willing to recommend the company to others. In order to increase the net promoter score, it is necessary to increase the number of these customers and to decrease the number of customers who aren’t willing to recommend the company. It is often not enough to meet customers' expectations and satisfy them for a recommendation. Firms that give more than they are expected to and make [[emotion]]al connections with customers are also highly recommended by their customers.

Featured Content

Our favourite e-books, articles, CX Glossary entries and webinars available on the Pisano Academy.

Don't Miss a Beat

Stay in touch with the latest news, strategies and trends. Start your Pisano Academy Subscription for free Now.