Raving Fans...

I've just completed the Satmetrix Net Promoter® Conference and Certification this past week. It was an incredible conference with many great speakers including Charles Schwab President & CEO Walt Bettinger, Zappos CEO Tony Hsieh and Intuit President & CEO Brad Smith to name a few. Blogger and author Joseph Jaffe also entertained us as well and caused us to reconsider how businesses market to their intended audiences.

After the conference, the certification part of Net Promoter® begin...three days of intensive training, case studies and lessons.

All this because my best friend asked me "Does your company use NPS?"

How does a simple question like that turn my career into an incredible new journey?

I've always been passionate for the customer and have always known that the experience the customer has with your business and what they tell their friend & colleagues will often make or break you company. I believe the success I had years ago in my short-term financial services business as well as my decade plus electronics business was mainly due to the service---and customer experience---that I provided my clients. I also believe that the success I've personally had in FairPoint Communications has been because we had (for the teams I've lead) a true focus on delivering world-class service in every customer interaction.

Have all those interactions been world-class? No. Unfortunately that's not possible. But when you focus everything you do around that philosophy, then you're bound to have a lot more success than failure.

In the Net Promoter® Score (NPS) program, customers who are most happy with you and refer your business to their friends & colleagues are called "Promoters". At FairPoint Communicatios, we've always referred to them as "Raving Fans!" (from the Ken Blanchard book).

It seems like every business would understand that happy (loyal) customers are the foundation for a successful long-term and profitable company...but for some reason all businesses don't make that their ultimate focus.

Until next time, remember “Your Success Is My Business."™

http://joeypeacock.com/