The powerful Net Promoter Score System started out by asking a very simple question: “What is the likelihood that you would recommend Company X to a friend or colleague?”
And if you think about what that question really asks, we end up with the significant conclusion that NPS essentially measures the degree to which your customers love your company.
In a post on the Net Promoter Blog, Intuit CEO, Brad Smith, says that their product guys call NPS the “love metric.” And it boils down to the question, “Will customers love [our product] so much that they will recommend it to friends?” And the more your customers love your company, product, or service, the more successful you’ll be.
And that’s exactly why “Do what you love in the service of people who love what you do,” is the Extreme Leaders’ Credo.
As I look back over the last 20 years at the rise of individual-as-brand/CEO-of-your-own-life kind of thinking (which gathered a lot of steam with Tom Peter’s groundbreaking 1997 The Brand Called You article in FastCompany magazine), it occurs to me that we should all be asking a similar, “Love Metric” question about ourselves, our lives, and the way we lead.