What is wrong with Net Promoter Score...

...nothing actually. I love net promoter score, but I do think there could be an opportunity to improve NPS.  I read someplace once that a customer with a great experience will on average will tell 4 people about it, but a person with a bad experience will tell 10 people about it.
 I don't have any research or supporting data on this other than one data point, me.  For me, I definitely tell more people about a bad experience than I do about a great experience.  When I had some significant difficulties with our home security provider (they could only do their software updates at 3am in the morning which caused the system to beep repeatedly), trust me, everyone around me heard about. I am also a person who makes a conscious to let people know about great experiences as well, but even for me the ratio of negative referrals is definitely greater.

Long story short, NPS should be updated to reflect how influential really negative reviews affect an organization.

Updated Word of Mouth with reasons

Updated the word of mouth principle page to add some reasons for following the principle...

Five Reasons
1. Low cost of acquisition
2.Trusted relationships have much more influence
3. Like people have like needs
4. Makes the customer feel involved in the organization
5. It is a strong measure of the health of the organization

8 things I learned at Dell World 2012: Church of the Customer Blog

8 things I learned at Dell World 2012: Church of the Customer Blog First off I love the use of Net Promoter Score and second I think conferences are another aspect of content marketing that is interesting.  I am not sure about the ROI on a conference, but an event should definitely help build inspiration, evangelism, and word of mouth.