The Power of Evergreen Notes and Net Promoter Score (NPS) for Better Thinking and Customer Experience

The Power of Evergreen Notes and Net Promoter Score (NPS) for Better Thinking and Customer Experience

In today's fast-paced and information-driven world, finding effective ways to organize and develop insights is crucial. Two concepts that can greatly contribute to this are evergreen notes and Net Promoter Score (NPS). While they may seem unrelated at first, they both share common points and can be utilized to improve our thinking processes and customer experience strategies.

Evergreen notes, as the name suggests, are notes that are written and organized to evolve, contribute, and accumulate over time, across different projects. They go beyond the traditional idea of note-taking and focus on better thinking. The key principle of evergreen notes is to write them for yourself by default, disregarding the intended audience. This allows for a more authentic and personal approach to note-taking, fostering deeper insights and connections.

Another important aspect of evergreen notes is the preference for associative ontologies over hierarchical taxonomies. Instead of organizing notes in a strict hierarchical structure, evergreen notes encourage a more flexible and interconnected approach. This means that notes should be densely linked, creating a web of ideas and connections that can be explored and expanded upon. By embracing this concept, we can break free from the limitations of linear thinking and open ourselves to new possibilities.

Furthermore, evergreen notes should be concept-oriented. Rather than focusing on specific topics or subjects, they should capture broader concepts that can be applied across various domains. This allows for a more holistic and interdisciplinary approach to learning and problem-solving. By capturing the essence of a concept, we can better understand its underlying principles and apply them to different situations.

The concept of evergreen notes finds its roots in Niklas Luhmann's Zettelkasten, which he regarded as his independent intellectual partner in writing his 70 books. Luhmann's Zettelkasten was a system of interconnected note cards that allowed him to explore and develop his ideas over time. By adopting a similar approach, we can leverage the power of evergreen notes to enhance our own thinking processes.

On the other hand, Net Promoter Score (NPS) is a customer experience metric that has become the gold standard in measuring customer loyalty and satisfaction. NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters. It is a simple yet powerful indicator of how likely customers are to recommend a company, product, or service to others.

NPS scores range from -100 to +100, with a higher score indicating a more desirable customer experience. Promoters are customers who respond with a score of 9 or 10, indicating their loyalty and enthusiasm. Passives, on the other hand, respond with a score of 7 or 8, indicating satisfaction but not enough to be considered promoters. Detractors give a score of 0 to 6, indicating unhappiness and a potential risk to the company's reputation.

NPS surveys can be deployed in two ways: relational and transactional. Relational NPS surveys are conducted on a regular basis, such as quarterly or annually, to gain a periodic pulse on customers' overall perception of the company. Transactional NPS surveys, on the other hand, are sent out after specific customer interactions, such as a purchase or support call, to gather feedback on a granular level.

To make the most out of NPS surveys, it is advisable to avoid unnecessary demographic questions. Instead, focus on gathering feedback that directly relates to the customer experience and satisfaction. The ultimate goal of NPS is to convert satisfied customers into loyal brand evangelists who will actively promote the company to others.

Combining the power of evergreen notes and NPS can lead to valuable insights and improvements in both thinking processes and customer experience strategies. Here are three actionable pieces of advice to consider:

1. Embrace the concept of evergreen notes in your note-taking practices. Write notes for yourself, prioritize associative ontologies over hierarchical taxonomies, and focus on capturing concept-oriented insights. This approach will help you develop a deeper understanding of the topics you explore and foster more creative and interconnected thinking.

2. Implement NPS surveys to gauge customer loyalty and satisfaction. Regularly conduct relational NPS surveys to understand how customers perceive your company overall. Additionally, deploy transactional NPS surveys to gather specific feedback on customer interactions and identify areas for improvement. By listening to your customers and acting on their feedback, you can enhance their experience and build long-term loyalty.

3. Use the insights gained from evergreen notes and NPS surveys to inform your decision-making processes. By leveraging the interconnected nature of evergreen notes and the valuable feedback from NPS surveys, you can make more informed and customer-centric decisions. This holistic approach will enable you to continuously improve your thinking processes and customer experience strategies.

In conclusion, the power of evergreen notes and NPS lies in their ability to enhance our thinking processes and improve customer experience. By adopting the principles of evergreen notes and implementing NPS surveys, we can develop deeper insights, foster customer loyalty, and make more informed decisions. So, start taking better notes and listening to your customers to unlock their full potential.