The Truth About Word-of-Mouth Marketing: NPS Isn't a Silver Bullet
2025-02-07
Many companies rely on NPS (Net Promoter Score) to measure word-of-mouth marketing effectiveness, but a high NPS doesn't guarantee organic growth. This article argues that word-of-mouth only works when users interact frequently and your product solves problems they'd discuss. For B2B tools or products lacking user interaction, referral programs alone may be ineffective, making NPS a customer satisfaction metric rather than a growth predictor. The author suggests differentiating between proactive and passive referrals and directly asking users about recommendations to assess the real potential of word-of-mouth marketing and avoid wasted resources.