Hi Wendi! I’m a huge Fred Riechheld fan (original creator of NPS). First stop I’d recommend in your journey is this NPS 3.0 article: https://hbr.org/2021/11/net-promoter-3-0 which breaks down the flaws in the original model which enabled companies to game the metric which diluted its perceived value to shareholders and board members. They talk about the new and improved model and outline the “earned growth” formula- which is remarkably aligned with tracking the revenue influence of advocacy! We did a webinar with Fred a while back, I’ll find that link and send it your way. I also highly recommend his book to anyone in a customer-facing role which is called “Winning on Purpose: The Unbeatable Strategy of Loving Customers”. You’ll find that Fred is the real deal when it comes to thought leadership in this area, one reason we love gathering his insights on our space! We plan to host another webinar with him this year. Secondly, when you say an NPS program- can you be more specific? What is it that you’re looking to measure or report on? Customers’ willingness to refer others? Willingness to bring you into a new company if they change jobs? Willingness to advocate for upsell and cross-sell within their org? Given the fluctuating definition of NPS, this will help me provide a more specific recommendation/examples of what I’ve seen!
