Suhail Khan: Energising Your Business around NP - Swiss Re

My second session was another enjoyable interactive presentation delivered by Steve Dee from Swiss Reinsurance Company (Swiss Re). The session, which included everything from teaching the audience a magic trick (pulling a rabbit out of a hat, literally, ok, albeit a baby stuffed plush rabbit) to covering the Net Promoter program efforts at Swiss Re, was full of insightful data suggestions that can help companies who are just starting the NP journey.

Steve came to Swiss Re from GE where he had successfully implemented a Net Promoter program. The challenge at Swiss Re was what Steve referred to as a "Client Focus Dilemma": how to drive client retention and increase wallet share while defining client centric measurement metrics.

Using the classic Net Promoter question as a foundation ("How likely is it that you would recommend Company X to a colleague or friend"), Steve created a program that has been able to deliver data that has already driven positive change within Swiss Re.

Swiss Re took a unique approach and asked its customers if they would be interested in spending more survey time, thus providing Swiss Re with more insights that could drive positive customer-centric change.  Based on the customer agreement, Swiss Re created a database of customers who were willing to be surveyed and drove the process on an annual basis.

Communication, communication, communication.  Some of the best practices that Swiss Re uses to drive organizational change include the NPS Care package: a packet of information targeted at the various functional audiences throughout Swiss Re that includes:

• NPS Overview
• Deployment Process
• Deployment Plan
• Dashboard Example
• Results Example
• FAQs
• Copy of the 2003 HBR article
• Other success stories

Steve shared that success came because Swiss Re followed a plan that kept the process simple, the focus clear, attained leadership commitment, regular communication and took a phased program approach, using a Pilot site to work out the bugs.