Monday, May 16, 2022 ( 5 pm - 6 pm)

AMBROSETTI LIVE
VIA WEB
The new keys of the customer loyalty. Net promoter 3.0



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.

Speaker

Fred Reichheld

Creator of the NPS and author

Programme

May 16, 2022
5 pm - 5:35 pm The new NPS system
5:35 pm - 6 pm Debate

Meeting documents

Nota informativa

AMBROSETTI LIVE
VIA WEB
The new keys of the customer loyalty. Net promoter 3.0

Nota informativa

Kit

AMBROSETTI LIVE
VIA WEB
The new keys of the customer loyalty. Net promoter 3.0

Kit

Documents

<cite><small><i>AMBROSETTI LIVE</i><br></small></cite><data><small>VIA WEB<br></small></data>
The new keys of the <em>customer loyalty</em>. <em>Net promoter</em> 3.0

The one number you need to grow

Frederick F. Reichheld

Harvard Business Review

<cite><small><i>AMBROSETTI LIVE</i><br></small></cite><data><small>VIA WEB<br></small></data>
The new keys of the <em>customer loyalty</em>. <em>Net promoter</em> 3.0

Net Promoter 3.0

Frederick F. Reichheld, Darci Darnell, Maureen Burns

Harvard Business Review

<cite><small><i>AMBROSETTI LIVE</i><br></small></cite><data><small>VIA WEB<br></small></data>
The new keys of the <em>customer loyalty</em>. <em>Net promoter</em> 3.0

Why understanding human values is key to meaningful customer-centricity

Camille Nicita

Forbes

<cite><small><i>AMBROSETTI LIVE</i><br></small></cite><data><small>VIA WEB<br></small></data>
The new keys of the <em>customer loyalty</em>. <em>Net promoter</em> 3.0

Moving beyond trust: making customers trust, love, and respect a brand

Andreas B. Eisingerich, Deborah J. MacInnis, Martin Fleischmann

MIT Sloan Management Review

<cite><small><i>AMBROSETTI LIVE</i><br></small></cite><data><small>VIA WEB<br></small></data>
The new keys of the <em>customer loyalty</em>. <em>Net promoter</em> 3.0

Winning on purpose: the unbeatable strategy of loving customers

Frederick F. Reichheld, Darci Darnell, Maureen Burns

Harvard Business School Press

<cite><small><i>AMBROSETTI LIVE</i><br></small></cite><data><small>VIA WEB<br></small></data>
The new keys of the <em>customer loyalty</em>. <em>Net promoter</em> 3.0

Presentazione di Fred Reichheld

Frederick F. Reichheld

Video of the meeting