NPS First, Profits Later: The Future of Sustainable Business Design
NPS First, Profits Later: The Future of Sustainable Business Design Rethinking Business Models: Beyond Profit-Centric Approaches For centuries, businesses have operated under the relentless pursuit of profit maximization. This profit-centric mindset, taught in business schools worldwide, has driven companies to set objectives, streamline processes, and allocate resources with a singular focus. However, this approach often sacrifices customer satisfaction, resulting in fleeting successes and long-term stagnation. It’s time to challenge this paradigm: prioritize Net Promoter Score (NPS) as the primary business objective, allowing profits to follow naturally as a by-product. (NPS is a measure of how satisfied the customer is with the product/service. NPS surveys ask the question - "How likely are you to recommend this service to friends/family?" A rating of 1-10 is given as options to customers. Customers who give 9 and 10 are called Promoters, ones who give 7 and 8 are calle...
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