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.

Expedia

The Unique Appeal of NPS Compared to Traditional Indices - Expedia

Ludovic Philippo, Expedia

With millions of buyers, Ludovic explained the great challenge for large companies like Expedia to truly understand what is going on in their customer-base. We first met Ludovic via his blog, where he had mentioned NPS, and we invited him to join us in Paris.

They have been using NPS for 18 months, and integrating it with their operations for 12 months now. From his point of view, it’s all about making it operational.

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Posted at 11:00 AM in B2C, employee NPS, Expedia, Ludovic Philippo | | Comments (0)