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.

Bain & Co

Net Promoter : financial value and holistic dimension through actual examples

Domenico Azzarello, Bain & Company

Domenico, partner in Bain’s Paris office, kicked off the afternoon with a discussion about the importance of Net Promoter economics, and approaching it as a transformation program. He highlighted the important connection of Net Promoter with key economic factors including:

1. customer tenure
2. level of spend
3. recommendations
4. price premium

We had some discussion earlier in the day about how companies can figure out how much impact word-of-mouth has in their business. Domenico showed a good example of positive and negative word of mouth economics, which led to some good questions about how you go about quantifying the WOM factor in your business.

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Posted at 02:00 PM in Bain & Co, customer segmentation, Domenico Azzarello, employee NPS, For Seasons, Nespresso, white paper, word-of-mouth, WOW | | Comments (0)