Net Promoter Day Bloggers

  • John Abraham, General Manager, Net Promoter Programs
  • John Abraham leads the Net Promoter business unit at Satmetrix. His group is responsible for best practice exchange, conferences, training & certification, and online services for companies using Net Promoter to drive improvements in customer loyalty. Prior to joining Satmetrix, John was with Risk Management Solutions (RMS), a leading risk management software and consulting firm, where he was responsible for marketing, training services, knowledge management, and customer loyalty programs. Prior to RMS, he worked as a management and systems consultant with Booz Allen Hamilton and Accenture. John has an MBA from the Stanford Graduate School of Business.

Alexandre Murat

Using NPS to build an innovative customer experience in a support environment

Alexandre Murat – Sony Style Europe

Alexandre helped us tie together many of the ideas we explored today, by telling us how Sony is integrating NPS into their DNA. How they have moved from a product-focused company, to one that is more and more focused on customer experience.

Why use NPS? They wanted to find a metric that would link their business activities to innovative experiences (combining product with overall experience).

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Posted at 05:00 PM in Alexandre Murat, B2C, closing the loop, Customer Experience, Golden Rule, Ralph Hababou, Sony Style, WOW | | Comments (0)