Net Promoter London Conference Blog 2007

Paul Marsden: Using NPS to Get Closer to Customers

Beatrice Dupuis, Directeur process et satisfaction abonnés with Groupe Neuf Cegetel, is introducing her talk - implementing a Net Promoter strategy in consumer call centers for Neuf Cegetel, a broadband supplier. Neuf Cegetel has a clear strategic vision to get closer to customers, address their needs and become the top rated supplier in terms of customer service - and is using NPS to do this. Neuf Cegetel outsource call centers and use Net Promoter Score (NPS) as a quality/satisfaction index to counterbalance productivity metrics they use as KPIs for call centers.

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.