Net Promoter Fundamentals and Operating Model

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1 1 Net Promoter Fundamentals and Operating Model We have driven, since early 2000, the notion that to be customer centered is a very important part of the value system of our company and we have to keep that ever present in our minds. John W. Thompson, chairman and CEO, Symantec This chapter lays out the basic elements of the Net Promoter Operating Model and sets the context for much of the rest of the book.

• nancial data
• term growth
• orga- nization with lost future business
• tomer research
• customer data as an instrument for general business management
• satisfaction
• customer
• company
• business