Customer satisfaction is a common goal for all companies, which must review their business model also based on customer feedback.  
  
To better understand the needs of their market and aim for exceptional experiences, companies have been counting on the Net Promoter Score (NPS) for years, reference method to measure the loyalty of their customers and valuable ally in building a strategy that tends to their full satisfaction or, in other words, to improve their lives.  
Despite its global success, the system is often misused and misinterpreted, with the consequent decrease in its effectiveness and credibility, as well as in the benefits for companies (especially those that have reduced it to a mere promotional tool). All this has pushed its creator to evolve and strengthen it, uniting it to a system with a new objective metric: the Earned Growth Rate.   
  
In this webinar, Fred Reichheld, inventor of the NPS and author of several bestsellers on customer loyalty, will share his reflections on the limitations of the initial model, and then focus on the Earned Growth Rate, presented with his latest book Winning on Purpose (Harvard Business Press, 2021).   
Also thanks to concrete examples from the business world, participants will have the opportunity to know and deepen the new look of the Net Promoter System. 
  
In particular:

• from score to system: towards NPS 3.0  
• Earned Growth Rate, Net Revenue Retention and Earned New Customers   
• how to do NPS right - concrete examples of success.