- Learn how to turn common pitfalls into success
- Registration now open for free event
SALT LAKE CITY (May 26, 2017) — On Thursday, June 22, InMoment will co-host a webinar with Bain & Co., titled: “NPS®: Avoiding Pitfalls and Ensuring Success with Net Promoter.” This webinar is part of InMoment’s continuing customer experience (CX) best practices educational content series, and is available at no cost to participants. Event and registration details follow:
- Date: Thursday, June 22, 2017
- Time: 1 PM ET
In 2003, Fred Reichheld, a partner at Bain & Company, created Net Promoter Score®, a new way of measuring how well an organization generates loyalty. Over the years, NPS evolved from a metric into the Net Promoter System®, a comprehensive way of doing business that requires every level of the organization to be rigorously and consistently focused on the quality of customer and employee relationships first.
With the rise of customer experience as the new battlefield for competitive differentiation, companies in all industries and of all sizes across the globe are adopting both the Net Promoter metric and system as a way to measure and improve relationships with customer and employees. Despite good intentions, many CX practitioners miss important elements of implementing and executing Net Promoter System inside their organizations, resulting in missed opportunities and disappointing results.
In this webinar, Bain & Co.’s Phil Sager will discuss common pitfalls to successful NPS programs, and how to overcome them. Topics include:
- Lack of leadership alignment and commitment
- Lack of a reliable trusted metric
- Focus on score vs. behaviors
- Linking to incentives too early
- Failure to prioritize and focus
“NPS has become the metric and system of choice for many of the world’s largest and most respected brands,” said Erich Dietz, SVP of global business development at InMoment. “Despite its potential to drive significant business improvements, far too few organizations are reaping the full range of benefits because they miss critical elements. This discussion is designed as both practical advice for practitioners on how to overcome common challenges, and well as a catalyst for important discussions with leadership about removing barriers, and lending support. For brands intent on staying competitive and evolving successfully in this brave new world of the all-powerful customer, executing a truly differentiated experience isn’t an option anymore; it’s an imperative.”
Phil Sager is a partner in Bain & Company’s Toronto office. He is an expert in Bain’s Customer Strategy & Marketing and Mergers & Acquisitions practices, and has more than 10 years of management consulting experience with Bain, having worked with clients across North America, South America, Europe and Asia. Sager is a recognized leader in customer experience transformations and the Net Promoter System, and has advised corporate and private equity clients in the retail banking, insurance, airline, industrial products, luxury travel, telecom, media and entertainment industries.
InMoment™ is a cloud-based customer experience (CX) intelligence platform, arming brands with compelling customer insights to drive high-value business decisions and relationships with both customers and employees. InMoment’s industry-leading analytics power a full suite of Voice of Customer (VoC), Voice of Employee (VoE), Employee Engagement, and Social Reviews & Advocacy products. InMoment also provides strategic guidance, support, and related services to more than 350 brands across 95 countries. For more information, visit inmoment.com.
About Bain & Company
Bain & Company is the management consulting firm that the world’s business leaders come to when they want results. Bain advises clients on strategy, operations, information technology, organization, private equity, digital transformation and strategy, and mergers and acquisition, developing practical insights that clients act on and transferring skills that make change stick. The firm aligns its incentives with clients by linking its fees to their results. Bain clients have outperformed the stock market 4 to 1. Founded in 1973, Bain has 55 offices in 36 countries, and its deep expertise and client roster cross every industry and economic sector. For more information visit: www.bain.com. Follow us on Twitter @BainAlerts.
Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.