Why does the Net Promoter scale go from zero to 10? Why is passive not the same as neutral? Rob Markey answers these questions and others in this episode.   Recommended reading:  <ul> <li><a title= "The Benefits of a Competitive Benchmark Net Promoter® Score" href= "http://www.bain.com/publications/articles/the-benefits-of-a-competitive-benchmark-net-promoter-score.aspx"> The Benefits of a Competitive Benchmark Net Promoter Score</a></li> <li><a title="Net Promoter System℠: Creating a reliable metric" href= "http://www.bain.com/publications/articles/creating-a-reliable-metric-loyalty-insights.aspx"> Creating a Reliable Metric</a></li> </ul>

Why does the Net Promoter scale go from zero to 10? Why is passive not the same as neutral? Rob Markey answers these questions and others in this episode. Recommended reading: The Benefits of a Competitive Benchmark Net Promoter Score Creating a Reliable Metric

Why does the Net Promoter scale go from zero to 10? Why is passive not the same as neutral? Rob Markey answers these questions and others in this episode. &nbsp; Recommended reading:&nbsp; <ul> <li><a title="The Benefits of a Competitive Benchmark Net Promoter® Score" href="http://www.bain.com/publications/articles/the-benefits-of-a-competitive-benchmark-net-promoter-score.aspx" rel="noopener noreferrer"> The Benefits of a Competitive Benchmark Net Promoter Score</a></li> <li><a title="Net Promoter System℠: Creating a reliable metric" href="http://www.bain.com/publications/articles/creating-a-reliable-metric-loyalty-insights.aspx" rel="noopener noreferrer"> Creating a Reliable Metric</a></li> </ul>

Ep. 99: What's in a Scale? Rob Markey Answers Listeners' Questions

The Customer Confidential Podcast unlocks a world of unparalleled customer and employee loyalty insights. Host Rob Markey, a Net Promoter System pioneer, uses his deep expertise and empathetic approach to challenge conventional wisdom, peel back layers of typical advice, and expose the real stories of industry transformation. Take a deep dive into discussions on CX, customer journey, customer insights, Net Promoter Score, and more. Every episode is a master class in loyalty. Guests include CMOs, CXOs, and heroes of customer-centric transformation, along with thought leaders who inspire them. Exploring organizational structures, operating models, goals, and metrics, Rob and his guests from companies such as Vanguard, American Express, and more bring to light practical marketing, product, customer experience, and technology strategies for earning customer-focused growth. This podcast is your source for untold stories of customer and employee loyalty. Challenging, insightful, and instructive—all in one place. Earned growth starts here.

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Ep. 99: What's in a Scale? Rob Markey Answers Listeners' Questions

Ep. 99: What's in a Scale? Rob Markey Answers Listeners' Questions

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