I chaired this afternoon Advanced Track: following are some of the highlights from my perspective. If you were there, please chime in!
JetBlue's Julie Gomez kicked things off by showing how her team applies NPS methodolgy to employees to keep abreast of their tendency to promote working for the firm, under the theory of course that happy employees make for promoter customers. Julia is -a former Morgan Stanley analyst with hefty research credentials, and showed not only how the firm made substantial improvements to its "employee NPS" during a period when morale had been low, but also how these increases tie to ultiimate business results, including revenue growth and shareholder value.
Some key findings:
- Emotional dimmensions had the higgest corrleations to whether someone is a promoter or detractor.
- Small improvements in leadership result in large improvements in crewmember NPS scores.
- Employees respond very well to being able to volunteer their time for worthy causes on behalf of the company, apropros of the importance of the emotional dimension.
