Business loyalty guru Fred Reichheld revealed the one question that can determine your company’s future: “Would you recommend us to a friend?” By asking customers this question, you identify detractors, who sully your firm’s reputation and readily switch to competitors, and promoters, who generate good profits and sustainable growth.

You also generate a vital metric: your Net Promoter Score. Far more than a metric, it constitutes a game-changing system and ethos that rival Six Sigma in its power

In this workshop, Fred will show you how:

• Leading firms transform ordinary customers into promoters
• Net Promoter is connected to your company's groth and sustained success
• To build Net Promoter into a management system which drives extraordinary financial and competitive results
• The Net promoter score can produce a clear, easy-to-understand measure of an organisation's performance in tis customers' eyes
• NPS leaders outgrow their competitors in most industries - by an average of 2.5 times
• How companies that have transformed their performance by putting Net Promoter at the centre of their business

Date: 15 March 2012
Time: 09.00 to 15.00
Venue: Sydney Convention and Exhibition Centre

The Net Promoter System, developed by Fred Reichheld of Bain & Company has helped transform companies both big and small so they can achieve true growth far in excess of their competition - growth that occurs because their customers and employees love doing business with them and sing their praises to friends, neighbours and colleagues. Because Net Promoter is an open source system, it has been modified and adapted to fit almost every business setting.

In this workshop, you will learn:

• How to create a reliable Net Promoter score - both top-down for comparing to competition, and bottom up for grass roots continuous improvement
• The Correct architecture for information systems to support NPS
• To install closed-loop feedback systems that engage front lines and executives
• To identify bad profit policies that destroy loyalty and how they can be eliminated
• The role leaders must play in turning customesr and employees into promoters
• To inspire customer-focused innovation in your organization
• The right way to build a culture focused on customer delight
• The microeconomics of loyalty that enable you to invest in building loyal relationships
• The core elements of successful companies that earn the highest levels of loyalty and growth in their industry
• The best ways to connect customer feedback scores to recognition and rewards
• Where NPS is headed and the challenges you must be prepared to meet

Fred Reichheld, business author and business strategist best known for his research and writing on the loyalty business model and Loyalty Marketing.
Reichheld is a Fellow of the management consultancy Bain & Company, where he has worked since 1977. In 2003, Consulting Magazine named him one of the world's top 25 consultants. The Economist magazine called him "the high priest of the loyalty cult" in 2001.

His most recent book, The Ultimate Question, focuses on Net Promoter Score (NPS), a concept he developed based on his research in measuring customer satisfaction, customer retention and its link to revenue growth and profitability. (Read more)

WHEN

FEES per person inc GST

One-Day