The Ultimate Question
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Is your business, blog, product, band, site, service or whatever headed for better days? Is it growing and will it continue to grow OR is it stagnate or, worse yet, shrinking? Well, there is a sure way to find out. (———-Long Pause for Effect ————-) It is (——-shorter pause for a little more effect—-) Net Promoter! What is Net Promoter? Net promoter is a customer satisfaction discipline created by Fred Reichheld of Harvard University. 
The premise is simple, will people tell others about you or won’t they? According to Fred, you can find out with just one question, “The Ultimate Question” Would you recommend us (you can replace us with my blog, my site, my service, my album or what ever) to a friend? This simple question is at the heart of separating detractors from promoters. Once this can be accomplished you start to get a pretty good picture of what people think of you. Detractors and Promoters, seems pretty simple to me. I want promoters, and don’t want detractors. Promoters are so excited and enthusiastic about you that not only do the want more of what you offer, they also tell their friends. They become your “talkers”. Detractors are people who feel so poorly about you that not only do they move away from you they warn their friends to stay away. I guess they are “talkers” too, but these are “talkers” I could do with out. What I love most about Net Promoter is there is actually a quantifiable way for you to measure this. It is a slick, and easy formula. I can figure it out, so I know it is easy.
- Ask the Ultimate Question; “Would you refer us to a friend?” Provide a scale of 0-10
- Separate your answers into 3 segments: the 0-6’s (detractors), the 7-8’s, (passives) and the 9 and 10’s (promoters).
- Get rid of the passives (7-8’s)
- Subtract the % of Detractors from the % of Promoters and voila! You have your NPS (Net Promoter Score)
How cool is this? A quantifiable way to measure WOM! (word of mouth) The higher your score, the better your WOM! The lower, well, I guess you can figure it out.
Ya know, when you think about it is rather pretty simple. We influence people every day. Kknowing this; the question then becomes how are we influencing them, positively or negatively and how much effort are we putting into the positive process? Playing in the middle doesn’t work here. Patting ourselves on the back for getting 7’s and 8’s, doesn’t work in this game, it’s about getting to the fringe and finding, or should I say creating, those 9’s and 10’s. Promoters are everything, so go make em!
Let’s hear it for the Promoters and I’m not talking Don King!!!!
Comments
Two new studies show why some people are more attractive for members of the opposite sex than others.
The University of Florida, Florida State University found that physically attractive people almost instantly attract the attention of the interlocutor, sobesednitsy with them, literally, it is difficult to make eye. This conclusion was reached by a series of psychological experiments, which were determined by the people who believe in sending the first seconds after the acquaintance. Here, a curious feature: single, unmarried experimental preferred to look at the guys, beauty opposite sex, and family, people most often by representatives of their sex.
The authors believe that this feature developed a behavior as a result of the evolution: a man trying to find a decent pair to acquire offspring. If this is resolved, he wondered potential rivals. Detailed information about this magazine will be published Journal of Personality and Social Psychology.
In turn, a joint study of the Rockefeller University, Rockefeller University and Duke University, Duke University in North Carolina revealed that women are perceived differently by men smell. During experiments studied the perception of women one of the ingredients of male pheromone-androstenona smell, which is contained in urine or sweat.
The results were startling: women are part of this repugnant odor, and the other part is very attractive, resembling the smell of vanilla, and the third group have not felt any smell. The authors argue that the reason is that the differences in the receptor responsible for the olfactory system, from different people are different.
It has long been proven that mammals (including human) odor is one way of attracting the attention of representatives of the opposite sex. A detailed article about the journal Nature will publish.
Comment from Offifiaws on November 16, 2007, 2:05 am
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