EPISODE · Jan 15, 2026 · 18 MIN

#235 - O ERRO DO NPS

from Experiência do Cliente com Fernando Coelho · host Fernando Coelho

As empresas estão utilizando o NPS de forma equivocada, e quem disse isso foi o próprio criador da metodologia Net Promoter Score, Fred Reichheld. Em uma de suas aulas mundo a fora, Fred Reichheld afirmou que prefere que menos empresas utilizem o NPS, desde que isso signifique que ele seja usado corretamente com mais frequência. O criador do método ressalta que muitas empresas fazem mau uso e abusam do NPS. Em vez de perseguir apenas uma nota de Net Promoter Score, Fred sugere que mais empresas se concentrem em gerar crescimento por meio de indicações. O Prof. Dr. Fernando Coelho, autor do Livro Gestão de Vendas e Experiência do cliente, e diretor do Instituto Experiência do Cliente, fala mais sobre este tema! Dá o play e confere!

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#235 - O ERRO DO NPS

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