I spent three days last week at Satmetrix‘s Net Promoter Customer Loyalty training. At initial glance, I thought that the price tag was a bit much for what I thought would be a very high level training class on how to subtract the amount of detractors from promoters. Boy was I wrong! We spent three days going into depth on how the Net Promoter Rating is more than just a number and how to figure out what your customers are really telling you and then what that means to your business. We heard case study after case study on how worldwide companies such as GE, Experian, Harley Davidson and Allianz have deployed the Net Promoter customer loyalty program – and it is much more than just a number.
Something that I found extremely interesting was that there were people from many different roles within an organization at the training – an HR manager to call center manager to SVP of Customer Experience to a CMO and President of a company. It goes to shows that having a complete and successful customer loyalty program requires input from a plethora of groups within a company.
If you don’t have the budget to attend one of the training classes, I understand that the conferences are very good too. If you don’t have budget for that, read the book “The Ultimate Question” by Fred Reiccheld.
I’m meeting with my boss this week to see if we can implement a Net Promoter program and hopefully she’ll say yes!