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Tuesday, December 04, 2018 02:00 PM ET / 11:00 AM PT
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Net Promoter Score is widely renowned as the de facto measure of a customer's loyalty to a brand. Traditionally NPS has been viewed as a boardroom-only metric, collected and considered once a year amongst a small group, and not readily actioned. More recently, a new standard of empowerment has been set by organizations using customer insights to grow revenue and retain more customers.

This customer-fueled approach to business growth has evolved into a culture shift. By using automated systems for gathering and acting upon customer feedback, forward-thinking organizations can establish a customer-focused culture, inspiring the entire company to take action. Brands that embrace these new best practices are unlocking hyper growth and accelerated advocacy.

In this webinar, our panel will break down the results of the NPS Benchmark Report. Join us for insights, reactions and predictions that are sure to help you create a competitive advantage on customer experience.

Attendees will learn first-ever insights around NPS, including:
  • NPS score, response rate and growth/churn trends by industry, focusing exclusively on SMB/Mid-Market size companies
  • The 5 characteristics of an Advanced NPS Program, and why having one doubles your chances for hypergrowth
  • Real-world examples of how to best take action on feedback, and what happens when you don’t!
  • Which job functions use NPS as part of operations

Who should attend:
  • Customer Success, Customer Experience, Marketing, Operations, and Product leaders looking to use NPS strategically to drive business growth
  • Teams looking to take their NPS program from basic to advanced
  • Individual NPS program owners looking for tips and tricks on how to execute and what to expect from advanced programs


Nina Church-Adams
Sr. VP of Marketing
Act-On Software

Leah Chaney
VP of Customer Success

Mitchell Hanson
VP of Marketing

Annie Woo
Senior Vice President, Consumer Service


Erik Linask
Group Editorial Director