My nine favourite innovation sayings & actions
November 28, 2008
What is your Net Promoters Score?
November 23, 2008
Well-known customer loyalty authority Fred Reichheld, in his recent book The Ultimate Question (
The question is this:
How likely is it that you would recommend company X to a friend or colleague? (on a zero to 10 point scale).
This is an intriguing, effective and fast way of assessing consumer’s reaction to your business. So we asked the same question of two different groups that have participated in The Introduction to Speed Thinking Course (one a PR company, the other a public course).
Our NPS was 78% for the public course and 83% for the In-house one.
The NPS is obtained by taking the percentage of detractors (score 0-6) from the percentage of customers who are promoters (score 9 or 10).
Although it is only two courses and the numbers are small, our NPS would place us in the very top tier of all firms highlighted in Reichheld’s book.
If you can, I would recommend that you try the NPS approach. It is backed by research and the aim is to drive business growth rather than artificial customer satisfaction scores. Also it is simple, smart and quick-everything we love about a new way of working.
What is your Score?
Best Wishes
Dr. Ken Hudson
Brainstorming @ Speed
November 10, 2008
I recently conducted a speed thinking session with a large organisation and was explaining the difference between the traditional brainstorming method and a speed thinking version. As with all new concepts it is often easier for people to feel the difference rather than talk about it.
I asked them for a problem that they were struggling with and divided the larger group into smaller groups. Each group then tackled the problem using the old approach (i.e. one person capturing the ideas as people call these out etc). The highest number of ideas was 14 in a five minute period.
I then asked people to use the speed thinking approach to the same problem (i.e. each person works by themselves and tries to create 9 possibilities in two minutes). Under this approach the same group created 110 ideas in two minutes! Almost an eight times increase.
Now sure there will be duplication of ideas but the difference in output was profound. What’s more everyone was more involved and energised.
Why does the new Speed Thinking approach work?
- Everyone plays, there is no loafing or relying on anyone else.
- Everyone can write down their own ideas, in their own language at their own pace. The group does not slow down to the ability of the person to capture the ideas.
- Because everyone is working at speed their is little filtering of their own ideas or others.
- Introverts are heard rather than being drowned out by the extroverts.
- People have to use their intuition more rather than their critical, logical thinking style.
This dramatic increase in the initial flow of ideas then provides a rich source of material that can then be enhanced and combined to create powerful new concepts.
Try it, the next time you are running a brainstorming session-your team will be amazed.
Dr. Ken Hudson.