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Panel Discussion: Bulletproof Your Net Promoter Score Model
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About the talk
Forget ‘warm and fuzzy’, making the business case for CX and NPS tools and techniques can make a dramatic difference to your bottom line. Dive into the positive aspects of NPS linked to higher growth and be one of the most successful adopters of NPS who outperform competitors by its many measures. Join Medallia and the Creator of the Net Promoter® system of management, Fred Reichheld, in this session on:
Debunking NPS myths
Thinking outside the score: Systemizing your net promoter score
NPS techniques that connect all the dots towards ROI
00:00 Intro
00:40 Sara Roposo
02:07 IPM System/ Fred Reichheld
07:00 About feedbacks
08:30 Customers and what they give
10:30 The role of Reputation
11:40 The solution of the problem
13:50 About companies
16:30 Conclusion
About speakers
Named by The Economist as the "high priest" of loyalty, Fred Reichheld is the creator of the Net Promoter System℠ (NPS®) and one of the world’s leading experts on customer and employee loyalty. The best-selling author of four books on loyalty, he is a fellow at Bain & Company and founder of Bain’s Loyalty practice, which helps companies achieve results through customer and employee loyalty.
View the profileSarah Raposo is a Professional Services Lead at Medallia. She has been at InMoment for over 10 years and held roles from Project Coordinator to Customer Success Director. She holds a BBA Honours from Goodman School of Business at Brock University.
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We have bulletproof your net promoter, score model. And this is going to, we're going to have Sarah raposo director of Professional Services at Medallia and esteemed loyalty Guru. I guess he is the person that you can say this about, it said Fred reichheld found her, abandoned companies loyalty practice. So those are the two and I'm going to hand this over so that they can talk to us about bulletproof proofing, your net promoter score. Well, thank you so much.
I'm joining us today, as that is tan had mentioned. My name is Sarah raposo, and I am the director Professional Services for Medallia, Canada. For those of you who are not familiar with Medallia. We are a Pioneer and market leader in experience management and proudly service Canadian Brands such as Lululemon Canadian Tire. And WestJet. Our suite of solutions are designed to reduce churn, turn detractors into promoters, Drive Revenue, impacting business
decisions. I'm so pleased to be joined today by Fred reichheld from Bain & Company, and though, some of you may know him better as the creator of the net promoter system. Fred is one of the world's leading experts when it comes to customer loyalty. And today we are going to dive into some of the latest trends were seen across Canada and both see x and x and the Brian Brady of signals that contribute to NPS scores. Fred has a wealth of knowledge. So I'd like to remind everybody to submit your questions to of the discussion and we'll be moving over to the round
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