I’ve talked to many people in a variety of industries over the past few years about Net Promoter. Too often, the conversation goes something like this:

Executive: We’re doing Net Promoter, too.

Me: That’s great! How are your scores?

Executive: Pretty good, we’re at xx%.

Me: That’s great! How’s your program going?

Executive: Ok, but we’re struggling with what to do. And our scores aren’t really moving.

Can you feel the disappointment? I think there’s a big disconnect here. “Doing” Net Promoter is much more than asking The Ultimate Question on a survey and reporting the results…it’s about gathering timely feedback and getting it into the hands of people within your organization who can USE it to make things better for your customers/members.

This is a critical step in the Net Promoter journey, and a place where a lot of companies get stuck. “I’ve got surveys and client feedback…now what?!”

I am so thrilled about the upcoming Net Promoter Conference in New York and to be serving as Track Chair for the Financial Services Break-Out Tracks on Day Two. I’m excited to learn how industry leaders are tackling the “Now what?!” question.

Industry leaders like Experian and Wright-Patt Credit Union will be sharing how they’ve taken that next step and are using the feedback they’re gathering from their surveys. Henry Jones, from Satmetrix, will also have some interesting insights into how customer feedback can be used specifically within a Call Center environment to drive loyalty and growth.

Are you stuck in the “Now What” phase? Attend these sessions to get some great tips on how you can move your company from apathetic to engaged!

I look forward to seeing you at the conference!