Following Martin's introduction, I was joined by Maya-Coralie Blanc, my colleague who runs the Satmetrix France office. I started with a 15 minute primer on the original research behind Net Promoter, to ensure that everyone in the audience understood what Net Promoter is as far as the metric goes. Then Maya took the stage to explain the difference between thinking of Net Promoter only as a metric (NPS), versus using Net Promoter as an operational discipline within the organization.

Maya discussed six important operational practices that leading companies associate with their NPS "score":

1. Having a DNA that is customer-focused
2. Having a roadmap for change...not just thinking about NPS as a project
3. Getting trustworthy data on the NPS itself and the context for the score
4. Understanding root causes
5. Taking action and ensuring accountability at all levels of the organization
6. Using feedback to drive innovation and transform the client experience (both product and service transformation)

As we go through the day, we expect to hear many of these themes emerging in the various case studies. Thanks, Maya, for working so closely with me on this.

Click here to download the presentation.