Reducing costs by gaining loyalty: Net Promoter Score Conference, London

There were many other excellent presentations and discussions that delved into not only the tangible, data-driven benefits of identifying through NPS what is truly important to the customer, but also soft benefits such as changing the culture in the organisation to make it more customer-focused.

The main themes explored across the two days included:

• Using the NPS data to identify cost-cutting opportunities by identifying what is truly important to the customer; this enables savings to be made in areas which are not directly linked to customer satisfaction.
• Linking NPS to compensation goals for for executives.
• Aligning NPS with the business goals in order to drive strategy.
• How focusing on the industries, sectors and business of promoters can identify lucrative target markets and save costs and time by not chasing customers indiscriminately.
• Using NPS to measure the health of the organisation, and consequently drive improvements and performance.
• Focusing the business on the most important areas of the customer experience.

For more information on NPS, fill in the contact form on this page or visit the Satmetrix website.

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