Abstract
AbstractThis article details the creation (by lead author Reichheld) and successful use by many organizations of the Net Promoter Score (NPS). The article states that the score is built around the answer to the question: How likely would you be to recommend [Organization X] to a friend or colleague? According to the authors, “the score has become the cornerstone of a whole system of management aimed at cultivating great customer experiences. A similar process asking employees how likely they would be to recommend their firm as a great place to work (and why) has evolved into employee NPS.” The best organizations are those in which leaders practice the “Golden Rule, ‘love thy neighbor as thyself,’ or, more secularly, ‘enrich the lives you touch’.” The authors contend that a “true Golden Rule solution has to satisfy requirements across multiple dimensions. It has to: (1) enhance the happiness and well‐being of others; (2) maintain or, preferably, enhance their dignity and well‐being; and (3) strengthen the web of communities supporting that relationship.” Six challenges are presented to this Golden Rule leadership, which are in the authors’ words: Superficial understanding of the Golden Rule; Bad incentive/reward systems; Inadequate feedback/measurement; No safe time and place to process feedback; Anonymity; and Bad Behavior.
Sign-in/Register to access full text options 
Free) 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a call
