NPS – using customer feedback to fuel growth.

It has been very exciting – I mean the conference in London. Skipping the weather reports and the high promotion score of London itself, the conference showed many of the large companies being focused on creating a positive customer experience.

As Fred Reichheld says the ultimate question is “Have I treated you in a way that is worth your loyalty?” and it is as important to the corner dry cleaner as it is to General Electric.

And today word of mouth is the most trusted source of information.

The number one benefit of the NPS is to help create a customer focus environment in every business, in every level – from the management to the front line.

Another one of the fundamental tenets of Net Promoter is that it measures the difference between expectations and experiences.

If you want to learn more, check the NPS website or join us on the next SEERC Academy NPS topic – “Is your company customer-focused?” on June 12.

Yours,

Iva Belokapova

Director Business Development