Net Promoter Score (“NPS”) is arguably the gold standard and leading metric of customer loyalty for corporate America. Two-thirds of Fortune 1,000 companies have employed NPS surveys (with one CEO going so far as describing it as religion). It may make you wonder: what is all of this about, and most importantly, what’s our NPS or the NPS of providers that our organization is considering? Here’s a webinar that will help you discover the importance of NPS for understanding how your clients perceive your business or how clients of your providers perceive them.
- James Zinn, Director, Commercial Partnerships and Alliances, Relativity: James is the director of commercial partnerships for Relativity where he is responsible for Relativity’s indirect go-to-market strategy and operations globally. He leads a team charged with the strategy and execution of programs to grow a fully integrated channel partner strategy and ecosystem. James has two decades of experience leading global technology and consulting teams to solve client problems and disrupt the professional and legal services market.
- Marc Zamsky, CEDS, CEO, Compliance: Marc has been architecting and delivering comprehensive eDiscovery solutions and legal review services since 1996. In his role as CEO, Marc brings a strong record of strategic planning, organic business growth, and operational efficiency. He guides the firm’s strategic direction and initiatives to deliver the highest standards of quality and customer service. Marc serves as Compliance’s champion to advance innovative approaches for client cost control and data management, including implementation of advanced analytics and workflows for corporate legal departments and their outside counsel.
- Maribel Rivera, Senior Director of Community Relations, ACEDS: Maribel is a senior director at ACEDS, responsible for local chapter, membership, and event management and client engagement. As a seasoned marketing leader who has helped brands and businesses connect with their audiences and achieve their goals, her breadth of experience, complemented by finely honed strategic and creative abilities, unlock innovative campaigns and bring ideas to life for clients. Maribel has consulted for a variety of private clients in technology, education, and recruiting, crafting and leading marketing and operations solutions for small and mid-sized companies. She speaks regularly on marketing and personal branding, diversity and inclusion, fighting against abuse of power, and dealing with sexual misconduct in the workplace.
On one level the survey is one simple question, answered with a single number (on a 0-10 scale), and a comment if you’re lucky. On a deeper level, it’s so much more: it’s invaluable insight that captures and quantifies your company’s word-of-mouth and helps drive positive business changes. If you want to understand more about NPS and how it can be used to gauge customer satisfaction for your business or for other business you’re considering working with, click here to register!
So, what do you think? Is your organization struggling to understand how happy your clients are with your services? If so, consider attending the webinar! And, please share any comments you might have or if you’d like to know more about a particular topic.
Disclaimer: The views represented herein are exclusively the views of the author, and do not necessarily represent the views held by my employer, my partners or my clients. eDiscovery Today is made available solely for educational purposes to provide general information about general eDiscovery principles and not to provide specific legal advice applicable to any particular circumstance. eDiscovery Today should not be used as a substitute for competent legal advice from a lawyer you have retained and who has agreed to represent you.