This year, Net Promoter Score (NPS) celebrates its 20th anniversary; sparking a great moment to talk about the most debated metric in CX. Our guest today is Rijn Vogelaar, a renowned researcher in positive psychology, and author of “The Superpromoter” (2009) and “The Enthusiasm Trilogy” (2014). In these books, Rijn introduced a fresh perspective on NPS. He breathed new life into the value of the metric by emphasizing the creation and activation of Superpromoters.
We’re discussing how shifting the focus to Superpromoters harnesses the power of enthusiasm. How? This episode is packed with great examples and guidance for business leaders who want to steer away from the corporate ‘negativity mania’ and find hidden gems that are right under their noses.