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Net Promoter News: Social OPEX hits +87 apex, Qantas NPS spreads wings

Social OPEX hits +87 apex

Setting aside stereotypes of cash-strapped hippies who want to save the world and white males in grey suits who want to own it, it is often true that social entrepreneurs struggle for access to capital and business know-how, and big, established financial services conglomerates find it hard to embed innovation at the heart of their organisations.

Spot an opportunity there? Allianz did. Social Opex is an Allianz leadership program that helps social entrepreneurs gain access to capital and business expertise, and gives Allianz employees an opportunity to immerse themselves in the vision-driven atmosphere of a social enterprise.

[caption id="attachment_4571" align="alignright" width="300"]allianz-300x225.jpg Allianz: Helping social entrepreneurs [/caption]

The program has helped non-profits such as the Independence Care System (ICS), an organisation operating a long-term care plan in New York, and The Homeless World Cup, a global soccer (ok, ok, football) tournament for homeless people.

Social OPEX has a (self-reported) NPS of +87.  It's interesting to see Net Promoter used for a CSR program rather than a product or service, so we will be keeping an eye out for further information on how Net Promoter feedback has helped the program evolve.  Harvard Business Review

Customers on social media: More likely to recommend and more likely to buy

A post on the NY Times small business blog this week notes that customers who have a positive relationship with a brand on social media give an NPS of around 33 points more (and, incidentally, are more likely to make a purchase).

With that in mind, blogger Melinda Emerson gets tips on how to drive social media for business from Dell, Citibank, and Whole Foods Markets - check out the link for details or inspiration. New York Times

Qantas NPS spreads wings

Australian airline Qantas has announced at its earnings call that its NPS is at its highest level since it started using the metric in 2008. This correlates with a number of other loyalty indicators, including growth in membership, awards points redeemed, and underlying EBIT. Australian Financial Review

In brief

  • Online specs vendor Coastal.com has announced an NPS of +77, the highest the company has seen since using Net Promoter. Revenue in its US operations is up 95%, and in its Canadian operations by 36%. Seeking Alpha
  • France Telecom has announced a number of goals for the coming year, among which is improving its NPS across seven European markets. telecompaper
  • LEGO reports a “ very strong outcome” on its Net Promoter Score for 2012. In related news, LEGO builds higher profits as sales of new products soar, says the Guardian LEGO

Net Promoter Vacancies

Next Up: Net Promoter News: The Love Edition - A Romance starring Toyota, Facebook, and Emirates

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