How Chasing Net Promotor Score (NPS) is Hastening Telco Decline
2016.08.19   |   2 pages   |   NextGen Strategy Reports

Author:
Jon Newman


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Telcos seem hooked on improving their NPS numbers as a means to demonstrate they are improving their game and growing support (and loyalty) in the base.  They compete to demonstrate how their number has moved in their annual reports (with some often unbelievable, and at least inconsistent, numbers).  Not one of the observed approaches demonstrates a full appreciation of the benefits understanding promotors can bring, and all are driven by their NPS approach to placing the focus in exactly the wrong area, leading directly to value erosion and commoditisation. 

 

Companies: Bain & Co, Satmetrix, Apple

Countries: World

Keywords: New Product Development, Investors, Churn Reduction, Marketing Focus, Net Promoter Score, Detractors, Pain Points, KPIs, Churn, Strategy, Promoters, Stakeholders, NPS, Customer Satisfaction,

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Issue : How Chasing Net Promotor Score (NPS) is Hastening Telco Decline

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Analysis, Inferences and Implications

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A valuable program, differentiated by its best practice case study approach. Many external providers supply regular updates on MNO KPIs, but it's how operators are approaching these issues we want to know about Orange Group
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