Net Promoter London Conference Blog 2007

Scott Smith: Using NPS to Change Your Business Focus from Transactions to Relationships

Ask Bernhard Klein Wassink, Senior Vice President, Global Marketing, GE Real Estate: “Why did GE Real Estate embark on the NP journey in 2005, when they have tripled their net income over the last 5 years?”

Well to start, Bernhard quotes GE CEO Jeff Immelt: “NPS is the best formula I’ve seen in my career here, and I want everybody here to get on board.” This is seen as the next wave at GE, following other successes like Six Sigma.

So does GE Real Estate have a business problem?

The Things We Learned in London (1 of 2)

Part 1: Leaping into the Net Promoter Domain

I am writing this blog on the plane ride home from the Net Promoter Conference in London. As I ponder the success stories I heard at the conference – stories from GE Real Estate, Aggreko, Philips, Groupe Neuf Cegetel, and other prominent firms – it occurs to me how critical Net Promoter has become for these businesses. Many attendees who were “on the fence” at the outset of the conference have jumped over to join the Net Promoter community. Success is contagious.