Using Integrated Customer Experiences to Move the Needle - Laurie Weisberg

Sage's Simply Accounting business has been using Net Promoter metrics for 3+ years now with good results, according to Scott Zandbergen and Margaret Dron of Sage. The company is serious about this: new employees at orientation learn about the Net Promoter Score (NPS) and the importance of focusing on customer loyalty.

They have created 3 Pillars of success:

1. Organizational buy-in -  getting support from exec level down and at every employee level
2. Regular measurement of NP score – they prompt customers at point of use to give their NPS
3. Take action on learning – e.g., pick up the phone and thank them and tell them they have acted on the information.