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Net Promoter News: Whistler ski-jumps on NPS buzz, BMO links Rev/NPS increase, AppDynamics’ dynamite growth, Employee engagement key to +NPS


Whistler leaves rivals flailing in the powder

whistler-web-300x236.pngIn good news for Canadian tourism, a UK Net Promoter survey of 18,000 British skiers has found that Canadian resort Whistler is preferred over any other resort in the world, and fellow Canadian resort Banff is second most preferred.

The research was conducted by a UK company (Spike Marketing) but as Net Promoter junkies we noticed with interest Tourism Whistler’s VP of marketing strategy Louise Walker mention that Whistler monitors Net Promoter from its own end as well.

Walker also noted that in the era of social media, Whistler gains enormous buzz from Promoters as they share their unsolicited love for the resort across social networks. “Word of mouth is one of the biggest promotional tools that we now have and with Facebook and people on social media, it is absolutely essential that we have a good net promoter score,” she told The Whistler Question [Ed: excellent name for newspaper!]

This is the second time in as many months we have reported on Whistler’s NPS – last month, Whistler Blackcomb was named best resort in Canada in terms of satisfaction, customer loyalty and commitment to promoting and growing skiing and snowboarding by the Canadian Ski Council (CSC), with the resort also achieving the highest NPS in Canada for the season.

A spokesperson nominated top class skiing, a wide range of activities off the mountain, wonderful customer service and hospitality, and of course, consistently outstanding snow as its points of differentiation compared to other resorts.

Forget Megève, next year we're off to Whistler! The Whistler Question

BMO increases net income and Net Promoter Score

In more news from Canada, The Bank of Montreal (BMO) has briefly mentioned Net Promoter in its earning call, claiming that customer loyalty, as measured by Net Promoter, “continues to improve in both its personal and commercial businesses.” No details were given on scores or sample sizes, though BMO has mentioned its NPS in earnings calls on several occasions before. The claim has a correlation with the bank’s strong quarterly results, in which it increased net income by 37% year on year. Seeking Alpha

AppDynamics’ dynamite growth backed by +76 NPS

In May we reported on AppDynamics’ binary perspective on customer satisfaction.  The app management biz frames customer satisfaction only in terms of “good” or “bad” and claimed it had reached an amazing satisfaction level of 99% among its customers. This was backed up by an NPS of +73 and correlated with an equally impressive 400% increase in growth in 2011.

Not content to rest on its laurels, in a recent self-puffer AppDynamics claims its NPS has increased to +76 on its latest customer NPS survey, and it grew 270% in the first half of 2012. With figures like these, we’re certainly curious to know if the company has improved on its 99% customer satisfaction level! Sacramento Bee

Employee engagement – jet fuel for NPS

JetBlue, Charles Schwab, Belgacom, and Cintas are some well-known organisations that have been and in some cases continue to be at the leading edge of Net Promoter best practices. According to Bain & Co partner Domenico Azzarello, one thing these organisations share is an emphasis on developing employees who are brand advocates passionate about delivering a superior experience for their customers.

Azzarello nominates a number of ways organisations can nurture similarly strong advocacy among employees, including measuring employee engagement just like customer engagement and linking the two, putting employees squarely at the center of customer feedback loops, and giving employees freedom within a framework to improve the customer experience. EPM Channel

In brief

Brain training franchiser LearningRX has presented its Net Promoter-based 2012 customer service award to The Woodlands LearningRx. Woodlands Online

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