As you get your Net Promoter methodology stabilized, the most important action for your company is how you actively use the information to a) hold your “Promoters” close, b) understand what makes people ambivalent about you (the “Neutrals”), and c) really understand and feel the pain of your “Detractors.”
This blog post will focus on Detractors and how to mine the gold by listening hard to their feedback to improve your organization and relationship....