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The Focus:
Customer Service & Culture: How tools such as the Net Promoter Score have impacted business.
What is the Net Promoter Score:
Net Promoter® is both a loyalty metric and a discipline for using customer feedback to fuel profitable growth in your business. Developed by Satmetrix, Bain & Company, and Fred Reichheld, the concept was first popularized through Reichheld's book The Ultimate Question, and has since been embraced by leading companies worldwide as the standard for measuring and improving customer loyalty.
The Net Promoter Score, or NPS®, is a straightforward metric that holds companies and employees accountable for how they treat customers. It has gained popularity thanks to its simplicity and its linkage to profitable growth. Employees at all levels of the organization understand it, opening the door to customer- centric change and improved performance.
Michael Malone
The Guest Speaker: B.Sc, DipED, FAIM, FAICD
Managing Director
Michael Malone founded iiNet in 1993, leading the rapid growth and innovation which has seen iiNet grow from humble beginnings as a small WA based Internet pioneer, into the third largest ISP in Australia. Having been involved in the Internet industry since its commercial inception in Australia, he has been a founding board member of various industry and consumer bodies including President of the WA Internet Association from 1996 to 2002, board member and Chairman of the .au Domain Administration and one of the founders of Electronic Frontiers Australia. Michael is currently a Deputy Chairman of Autism West, a member of the Australian Institute of Management (WA) Advisory Council and the Commonwealth Consumer Affairs Advisory Council.
Michael has won an industry lifetime Achiever award in the WA Information Technology and Telecommunications Awards in 2005. He was the winner of the Business News Award in 2006 for the most outstanding business leader in WA under the age of 40, and the Young Leader of the Year in the JML Australia Human Capital Leadership Awards in the same year.
Michael remains passionately committed to the transformative benefits of the Internet and the need for outstanding customer service in the telecommunications industry.
To book online please go to http://tinyurl.com/malonem