For companies big and small that value customer satisfaction and loyalty, the most well-respected system for generating progress and measuring results is the Net Promoter® System or NPS. Reichheld, who created NPS, will headline a fireside chat with eXp Realty Founder and CEO, Glenn Sanford, in front of an audience of thousands of eXp Realty agents. His talk will discuss how to drive profit through customer and employee loyalty to generate extraordinary results.
Employee satisfaction is a deeply important metric for eXp Realty as well, conducting regular NPS surveys with agents and staff, which is why Glenn Sanford, eXp World Holdings Founder, CEO and Chairman and CEO of eXp Realty, will take part in a fireside chat with Reichheld at the eXp Shareholder Summit on Saturday, May 20.
“We believe Net Promoter Score (NPS) is the best way to measure our success, and we were thrilled to end the year with a global agent NPS score of 73, a level which rivals the most loved consumer brands in the world,” said Sanford, in comments in the Q4 and full-year financial reporting for eXp. “As market conditions improve, we expect our unrelenting focus on agent success to deliver lasting growth and the potential for significant wealth creation for our brokers, agents and shareholders in the years ahead,” he concluded.
During the upcoming fireside chat, Reichheld and Sanford will discuss the Net Purpose Score, an offshoot of the NPS, which asks whether an employee would recommend working for their organization or feel strongly enough to be an advocate and promote that organization.
Reichheld has been called the “high priest” of loyalty and is a sought-after speaker and best-selling author. His most recent book, “The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer Driven World,” explains how NPS helps companies – such as Apple Retail, Philips, Schwab, Allianz, American Express, and Intuit – become truly customer-centric, experiencing profitable growth through systematically converting more customers into promoters and fewer into detractors.
Reichheld graduated with honors both from Harvard College (B.A., 1974) and Harvard Business School (M.B.A., 1978).
Net Promoter is a registered trademark of Bain and Company, Satmetrix, and Fred Reichheld.
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