Workshop: Customer Insights

Customer Insights

Net Promoter ® Customer Loyalty Certification Course

Net Promoter is an innovative approach for determining the value of customer relationships using a simple and radical question: “How likely is it that you would recommend us to a friend or colleague?” Developed by authors Fred Reichheld of Bain & Company and Dr. Laura Brooks of Satmetrix, the approach has gained widespread adoption among leading companies worldwide. It allows companies to track Promoters and Detractors within their customer base and drive improvements in customer experience to increase loyalty and business performance.This certification workshop provides the critical knowledge and skills you need to prepare for successful implementation of customer experience programs. The curriculum highlights best practices for using Net Promoter in a variety of operating environments.

Profitable Customer Centricity: How Do You Get There ?

Level(s): S / U

Companies need to make profits to survive. They also know they need to have happy customers to survive. Often, one thing comes at the expense of the other and there is a struggle in the company between those who are working on customer centricity and those who are managing for profits. There is a way to get both. Your company can achieve profitable customer centricity. The workshop helps senior managers in both finance and commercial functions reconcile the conflict between profits and customer centricity. The workshop also helps you decide how to implement customer centricity throughout the company – aligning people and using the right metrics to keep people focused on creating loyal, high-value customers that support the long-term financial health of the company.

This workshop features the Net Promoter™ Score1 developed by Bain, Satmetrix and Fred Reichheld.