European Conference Blog 2011

RE: Bain & Co: The Net Promoter Flywheel

info@netpromoter.com — Sat, 25 Jun 2011 00:12:14 GMT

To read more about the Promoter Flywheel, visit http://www.NetPromoterSystem.com.

RE: Novartis/iBuzcon: NPS, both to measure the customer loyalty and increase customer engagement

info@netpromoter.com — Tue, 21 Jun 2011 14:27:43 GMT

My hope is that next year, Martin and Glenn will be back again - this time with news of how they are capturing the VoA - that's Voice of the Animal! Would this be DPS? Doolittle Promoter System?

But seriously, creating good B2B relationships and partnerships when the true end consumer is not your direct customer can be challenging. By really focusing on the partnership with the Veterinary Practices, Novartis are certainly getting there.

RE: Metro Bank: Debunking the Myths

info@netpromoter.com — Tue, 21 Jun 2011 11:16:20 GMT

Did you know that Metro Bank offer:

7-day banking - early to late?
High Street, Telephone, Internet and Mobile options?
15 minute account opening process - with instant card and cheque book issuance?

This is a company set to buck the standard trends in banking. They are not afraid to challenge the status quo of traditional high street operations and, based on the performance of their first few outlets, are set for success. I say outlets as they have more in common with a retail model than with their banking competitors.

Their focus is on differentiating the experience for both customers and employees alike. I can't wait to see how they evolve over the next couple of years.

RE: Rohini Contractor: It’s time to do something for nothing

info@netpromoter.com — Tue, 21 Jun 2011 10:26:27 GMT

I find that the world of recommendation is a fascinating one. I belong to Which?Local - where you can get peer-to-peer recommendations on local businesses. When choosing house movers, chimney sweep and locksmith recently, this site helped phenomenally in terms of getting the right services at the right price with a great focus on the customer experience. Interestingly, when you search on "which" on Google in the UK, the top links that pop up are:

Which? Official Site
Welcome to Which?
Which? Money
Computing - Which? Technology
Which? Car Home

Which? Local obviously needs a few more users to participate!

RE: ING: At the Heart of Everything We Do

info@netpromoter.com — Tue, 21 Jun 2011 10:18:59 GMT

As ING seem to be doing so well in terms of engaging their customers, it is a real shame to see that ING Direct is to be bought by Capital One. Capital One has a notorious reputation for NOT putting their customers at the heart of all they do and NOT caring about the level of service provided. Let us hope that Capital One learns from the ING Direct model and adopts that - not the other way around. Read the Motley Fool's commentary (and then the customer comments) on how this acquisition is being viewed.

Motley Fool Investing Commentary: Will Capital One Ruin ING Direct?

RE: Symantec: Sales Best Kept Secrets

info@netpromoter.com — Tue, 21 Jun 2011 10:05:38 GMT

This was a great forum and certainly an exceptional experience to hear from people in the heart of the sales function illustrating how they use the feedback and how it enlightens the sales cycle and sales relationship.

RE: ING: At the Heart of Everything We Do

info@netpromoter.com — Tue, 21 Jun 2011 04:04:27 GMT

in insurance, the insurance agents play a pivotal role in building customer loyalty as a client's FIRST engagement is with an agent. How ING tackles this ie. how they ensure that the agents are building more promoters and not the reverse? This is similar to employee satisfaction, but it is far more challenging as agents may not be part of the company.

RE: Symantec: Sales Best Kept Secrets

info@netpromoter.com — Tue, 21 Jun 2011 03:42:44 GMT

very interesting...though proven very well on how NPS or VOC contribute to topline (and bottomline), it is another dimension to get the core sales or operation folks to internalize and be truly passionate about it..

reminds me very much on how we use to push and beg the sales or ops leaders to embrace quality! welldone Symantec

RE: Rohini Contractor: It’s time to do something for nothing

info@netpromoter.com — Mon, 20 Jun 2011 17:38:51 GMT

To develop the point further about creating a trusted consumer-facing brand, the benefit to businesses on creating content or giving information/services away for free, is that the consumer generated response, will drive businesses' organic search listings.

One of the greatest challenges faced by online businesses, is that their visibility within the world's largest 'recommendation engine', Google, is the key to their success online. Without search engines' endorsement, online businesses are hard pushed to reach the masses. With examples of www.tripadvisor.com or www.amazon.co.uk, the sheer volume of consumer generated content on each product page greatly supports each sites organic search results listing.

There are a multitude of factors that drive Google's algorithims, one of them is relevancy; in the case of Amazon, their product page ticks all the boxes in carrying content pertaining to searches executed by consumers. It's worth giving your customers a voice and taking time to think about how you can allow them to express themselves in a way that meets your agenda too.

RE: The problem with employee satisfaction

info@netpromoter.com — Fri, 10 Jun 2011 12:43:42 GMT

Tom:

The typical approach to employee satisfaction and engagement, driven by a central team and focused on metrics or a proprietary model driven by a research firm centers around a once-a-year survey. While those annual surveys are important, you can only do so much with one. Just as we recommend breaking down customer feedback into different vehicles based on the decisions and actions to be taken, we recommend the same with employees.

As an example, some work teams need monthly or quarterly check-ins on operational or collaboration issues. Typically, the feedback is not only for the supervisor of that team, but for the team members, themselves. "How can we work together more effectively?" is the essential issue on the table. The sort of detail and granularity of feedback required to address work team issues is usually fundamentally different than the issues addressed in an annual all-employee survey.

So at Bain we approach all three of your points in most companies by creating an employee feedback system that, like customer feedback, is broken down into components related to the types of decisions and improvements to be made, with each component done at the right rhythms to meet the specific needs of the business.

Rob