As part of the IIC assessment we have been measuring
the Net Promoter Score® (NPS®) for our clients since 2006. The Net Promoter® methodology, defined by Fred Reichheld in his book The Ultimate Question, is widely recognised as the key driver for companies wishing to increase revenue and profits through organic growth; Reichheld describes NPS® as the primary measure of a companies “growth engine”.
However, realising the financial benefits from the Net Promoter® methodology involves much more than calculating a score
once a year. It is better described as a closed loop system of customer/client feedback designed to improve the customer experience, raise the profile of customer loyalty within a business and deliver sustainable, profitable growth.
In 2012, IIC became a Certified Net Promoter® Partner, with our consultants completing the Net Promoter® Certification programme.
As a result we are able to provide Net Promoter® consultancy services that enables our clients to establish programmes within their
businesses that deliver;
Increased average spend per customer/client
Reduced price sensitivity
Increased retention rates and repeat purchases
Organic growth through increased and higher value referrals
Increased staff satisfaction and engagement within the business
Some clients will commission a Net Promoter® pilot as a follow up to
their IIC Assessment others will engage IIC to develop a programme or advise on an existing programme without having an IIC assessment first. In either case, the objective of any Net Promoter® intervention is to enable your business to develop the knowledge, skills and processes
to realise the benefits of increased organic growth for yourself.