Customer Satisfaction is DEAD!

The one number you need to grow sales

The ultimate test for any customer-relationship metric is whether it helps the organization tune its growth engine to operate at peak efficiency.  Does it help employees clarify and simplify the job of delighting customers?  Does it help them identify and engage their best customers?  Does it allow them to compare their performance to the best from week to week and month to month? The notion of Promoters, Passives, and Detractors does all this, and helps companies turn into Net Promoter stars.

What you will cover:
  • Net Promoter Score (NPS) fundamentals
  • Key advantages of NPS approach
  • More than NPS
  • Seeking improvement from detractors
  • Making NPS a system of your business
Who should attend:
  • Sales and Marketing professionals wanting to harness more referral business
  • Business owners and management seeking to incite a customer obsession with the courage to critique their own business
  • Customer service members wanting to compete less on price
Learning outcomes:
  • Strategy to reduce customer churn
  • Steps to build stronger customer loyalty
  • Tools to empower loyal customers to promote your brand
  • Tactics to generate powerful customer insights to drive success
This course is right for you if:

You appreciate a good sales experience as a buyer and want to quantify, understand and familiarize yourself with the worlds most popular and powerful tool for predicting future sales and profitability growth.


Your employer will benefit because:

You will learn the simple tools and techniques used by Google, Apple and a host of other industry leaders to harvest feedback daily to drive customer obsession with your company and products.  Customer satisfaction research is a waste of time, money and effort.  Satisfied customers are wooed away every day.


Cost of doing nothing:
  • Continue creating satisfied indifferent customers with little reason to remain
  • Continue to accept mediocrity in a competitive marketplace
  • Leave your company wide open to attack from the single biggest opportunity for profit growth
Why act now:
  • Join the ranks of the worlds most successful companies in embedding NPS into their DNA
  • Start asking and measuring immediately, most of your competition isn’t
  • Increase market share
  • Give your sales team an unfair advantage
Your challenges:
  • Account-base erosion from competitors
  • Pressure on profit margins
  • Little customer feedback visibility
  • Customer churn too high
Program format:

Live in-person.  Intensive interactive workshop

Candidate requirements:

No special requirements or prerequisites


6 CPD hours

Duration 1 day
Member Non-member
Pricing $1165 + GST $1295 + GST

This program has qualified for the NZTE Capability Development Voucher Scheme.  Please contact us for for more details.

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The New Zealand Institute of Sales currently retains the only independent NPS Certified Expert in New Zealand meaning you get access to an elite, independent and objective resource in helping your business.

One a scale of one to ten would I recommend this program to a friend or colleague? … ten.

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The one number that drives an explosion in so many other numbers.

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