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New research by Net Promoter System creator Fred Reichheld, featured in this month's Harvard Business Review, finds that referrals generated by promoters account for more than 70% of new-customer profit over three years. The practical question is: Which experiences earn those recommendations, and how can companies create more of them? Join Fred and NPS Prism President Rahul Sethi on October 14 for a conversation about turning customer advocacy into a more actionable growth agenda.

Who is your core customer? What do they value most? And are you winning or losing their advocacy? These are customer questions with direct relevance for the C-suite. In his latest research in Harvard Business Review, Fred Reichheld uses the term “true promoters” for customers whose stated advocacy becomes actual recommendation behavior. Understanding that inner core can help leaders prioritize the improvements and innovations most likely to strengthen loyalty and growth. On October 14, Fred joins NPS Prism President Rahul Sethi for a 45-minute conversation followed by live Q&A.

Most companies know exactly what happens when a customer gives a low score: An alert fires, a case opens, and a team investigates. But what happens when a customer becomes an advocate? Reducing detractors is essential. But companies also need a way to identify the experiences that create promoters, learn what worked, and make those experiences more repeatable. On October 14, Fred Reichheld and Rahul Sethi will discuss how CX and customer insights teams can build a more deliberate promoter-creation system—and connect it to growth.

Relationship NPS tells you how customers feel about the brand. Episode-level insight helps explain where that relationship is being strengthened—or weakened. A promoter may be made during onboarding, a service interaction, a claim, a renewal, or another important moment in the journey. Seeing those moments clearly—and understanding how they compare with competitors—helps CX teams focus improvements where they can matter most. Join Fred Reichheld and Rahul Sethi on October 14 as they explore where advocacy is won and lost, and how to turn that insight into action.

New Prism data reveals that despite customers being receptive to digital options, few German car insurance providers are moving contract management processes online. On our blog, Hendrik Kerkhoff examines the relatively slow pace of digitization, and the benefits digital channels offer insurance providers. https://lnkd.in/gbr6bKN6

Meet the gold-standard customer experience benchmarking platform created by Bain & Company, the inventors of the Net Promoter System®. Prism’s AI-enabled platform unlocks robust, journey and channel-level insights powered by proprietary methodology developed from Bain’s decades of research and CX case work. See why NPS Prism is leveraged across 30+ countries and 10+ industries by top brands looking to accelerate their path to CX leadership.