http://netpromoter.typepad.com/.shared/image.html?/photos/uncategorized/promise.jpg With $3.1 billion in annual revenue, Experian is the largest information services company; growing primarily out of the company's credit reporting business. The company has both B2B and B2C components, but Laura focused primarily on the B2B side in her presentation. The challenge, Laura pointed out, was that the improvements didn't come immediately. In fact, once Experian launched its initiative, the NPS scores actually declined over the ensuing 5 quarters! So, a key takeaway from Laura's presentation is that there is often a lag between when new investments in customer-centricity are put in place and when the impact on customer advocacy actually shows up. And then, there's an additional lag between improved advocacy and improved financial results. So, particularly on the B2B side, results require enduring commitment! Experian's keys to success: If you're a B2B business looking for a company to benchmark for customer-centric success, it's time to get Experian-ced! For more details, read about their Net Promoter program with Satmetrix here: http://www.satmetrix.com/casestudies/experian.htm
We're all accustomed to hearing about success stories at business conferences, but Laura DeSoto, SVP of Innovation and Synergy at Experian, presented the real deal this morning. She told a story about Experian's "client promise initiative" which, following lots of hard work and the engagement of 2,000 employees, resulted in more than a doubling of Experian's NPS scores and "double-digit" increases in revenue and profits over the most recent six quarters.
