Earlier this week, I was part of a live LinkedIn webcast in which we discussed the urgent need for both companies and their employees to be more nimble and responsive to market pressures.
Providing training only through informal mentoring sends the message that your company isn't serious about helping employees to learn and constantly "up" their game. For more on this, you could read my article this morning about how Peyton Manning's seven touchdowns last night will only buy him five days of glory, then he'll have to prove himself again:
In addition to being a customer experience specialist, I'm a passionate skier and on winter weekends I coach young skiers at Stratton Mountain, where they also use NPS. The first time I went through the early season training, management kept mentioning that we need to increase our NPS score. By the end of the training, it was obvious to me that most instructors had no idea what "NPS" meant. Don't assume that everyone is onboard with what you are doing, or how your system works.
You are growing far too fast to depend on an invisible training program. It's time to get serious.