Net Promoter Score: The Sum Effect Of Customer Interactions

By Ivan Moore, COO, Jolt Consulting

"There is only one boss — the customer. And they can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.”

~ Sam Walton, Founder, Walmart

Customers interact with a company across multiple touch points such as sales, customer service, and technical support. Interactions are not limited to human contact; customers interact with a company’s systems, channels, and products that mold their view as well. These experiences customers have over the myriad interactions influence their perception of an organization.