The NET PROMOTER SCORE is based on ONE QUESTION: How likely are you to recommend … to a Colleague or Friend? Responses are broken into three groups: • PROMOTERS = All who scored 9 or 10 • PASSIVES = All who scored 7 or 8 • DETRACTORS = All who scored 0 to 6 NPS = % Promoters ― % Detractors
Turn a negative experience into a postive interaction 5
Valentine’s Day: Jet Blue passengers are stranded for up to 8 hours on runway. They film and blog their ordeal. Soc Jet Blue understood how its reputation was being hurt online and so CEO David Neelman quickly crafted a YouTube apology.
Imagine my surprise when I came home from the hospital and found the box from Pro Flowers on my deck. Thank you so very much for your thoughtfulness and kindness. I will never, ever forget your gesture to me. Mom came through the surgery like a trooper. When I saw her afterward she was glowing. For the first time in months and months she had no pain. I'm anxious for her physical therapy to begin so that I can hopefully bring her home this weekend.
Again, with all my heart, thank you. (I'm wearing my rings as I type this. They make me so happy because of the beautiful rainbow colors.)