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How the ‘why’ of Net Promoter Score unlocks its true potential

How the ‘why’ of Net Promoter Score unlocks its true potential

iModerate

Jan 28, 2015

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Join us February 11th for a Brand Manage camp webinar with Adriana Smith of Reliant Energy and Lisa Wall of iModerate. Adriana and Lisa will discuss Reliant’s strategy to stem detraction and increase brand advocacy in their customer base by understanding the context behind their Net Promoter Score.

A 12% increase in Brand Advocacy, on average, generates a 2x increase in revenue growth and boosts market share (Branderati). Knowing this, it’s crucial to understand and optimize customer experiences in order to attract and retain brand promoters.

But even with all of the data available to marketers, it is challenging to determine how to efficiently and effectively improve experiences and nurture advocates. In this webinar, Adriana and Lisa will detail how Reliant Energy gained important context using a new, innovative solution, (iM)merge Analytics. Attendees will learn how this deeper understanding has enabled Reliant to align around a common goal fueled by the consumer story.

Key Takeaways:

  • How Reliant leveraged the context behind their shifting Net Promoter Score to retain promoters and convert detractors
  • How you can derive more value from the consumer commentary that you capture every day
  • How you can utilize (iM)merge Analytics to understand the why behind Key Performance Indicators such as Net Promoter Score

 

 

Reserve your seat today

The insights I received from iModerate really brought our NPS program to life. While it was always highly-visible and important to key stakeholders it did not resonate as well with the majority of employees. The iModerate piece rounded out the NPS program and brought it to a place where it is now more valued, transparent and salient across the organization. Having the consumer’s voice and that context has helped us build business cases and impact operations in a way that has led to great success.

Adriana Smith, Manager, Brand Strategy, NRG Energy