Scott Smith: Creating Action at the Frontline: Making Net Promoter Relevant in Each and Every Part of your Business

Martyn Christian, VP Worldwide Marketing for IBM Enterprise Content Management, talked about their success with implementing Net Promoter and customer loyalty program over the last 5 years.

Wow! These results tell the story:

§         Increased Net Promoters from -6.73% to +20% (Net Shift of +26%)

§         Acting on Key Drivers, Drove Over 30 Company Wide Improvement Initiatives

§         Increased Revenue from Existing Base from 72% to over 80%

§         Increased Net Profit 10 percentage points

§         Increase “Positively Ecstatic” Customers

§         Database with customers willing to serve as references increased from 100 customers to over 600 in 12 Months

§         Published over 100 Customer Success Stories

§         Increased Press Activity

§         Analyst Validation – Gartner/IDC/Forrester briefings on program

So how did they get there?