Net Promoter Conference Miami 2008

Driving Investments in NPS Improvements with a "Lean Six Sigma" Approach - Aisling Hassell

Vivian Blade, a Master Black Belt, shared her experiences in using NPS to drive loyalty at GE. Jeff Immelt, GE’s CEO, is driving NPS from the top down. It makes life a lot easier in terms of driving the program. A viable business needs organic growth …and NPS supports this by showing if you are growing your base of loyal customers. GE thinks of NPS and Lean Six Sigma complementary to driving growth.

NPS works across B2C and B2B as well as to provide product and process insights. Key point…NPS is not about managing the score…it IS about how we improve customers’ experiences. GE uses a simple framework for listening, acting and measuring in order to drive growth.

Driving Investments in NPS Improvements with a “Lean Six Sigma” Approach - Colin Brogan

Vivian Hairston Blade, Master Black Belt – Marketing at GE Consumer & Industrial, gave a lively presentation on the GE experience with Net Promoter and leveraging Six Sigma and LEAN to improve the customer experience. In summary, GE leverages customer insights to identify unnecessary and non-value add processes and touchpoint experiences, and applies LEAN to attack the "waste" – which results in improvements to internal processes and customer loyalty.