“If we achieve an NPS of +.., the entire marketing department will receive a bonus.” Nice, wouldn't you say? But what is wrong with this bonus scheme? Well, a whole lot...
Anyone who knows me knows that I am a fan of NPS; also known as the Net Promoter Score. Forgive me if I sometimes go on a bit, but that's...
“What could be better than basing your business model on customer enthusiasm?”
Mr Nico Rietdijk – Director of the NVB (Dutch Association of Developers and Building Contractors) writes about the great opportunities that lie ahead for the construction industry.
“Looking for the super promoter of our company”
Read more on the NVB website (Dutch)
Does your company have fans? Do you know customers who are enthusiastic about your product? The “Googles” and “Coolblues” of this world can effortlessly provide an answer to this.
However, we are not yet ready in the construction industry. Of course, there are builders and developers who are engaged in satisfaction surveys and draw up improvement plans based on this.
But in practice this is often a red flag business; the flag only goes up when something goes wrong. Improvement programmes are then set up.
This is a good start, but there is still a long way to go.