Using Net Promoter Score to Improve
Member Satisfaction: A Case Study
Date: April 28, 2011
Time: 2:00 PM MST (One Hour)
Cost: $49.00 per connection
Call the CSAE office for details on CAE credit for this event
What if asking one simple question could determine your association’s health and its future? Would you be interested in knowing the answer? That’s the premise and the power behind Net Promoter Score®, a membership loyalty metric that solicits actionable ways of increasing your members’ satisfaction.
The use of NPS has become prevalent in the corporate world because companies are finding that it has a positive impact on their businesses. No wonder that more and more associations are taking a closer look.
By dividing your association’s membership into three buckets—Promoters, Passives, and Detractors--the Net Promoter Score is a barometer for understanding the quality of the relationships that a professional organization has with its members and provides an opportunity to engage in a dialog with your membership to solicit actionable ways of increasing their satisfaction.
Just academic theory? Not according to the Colorado Business Marketing Association who began implementing a NPS program in 2009
In this April 28 webinar, you can explore the theory and practice of NPS with Josh Levy from BMA Colorado. He'll take you through the details, but also present a case study of BMA Colorado’s implementation and success with NPS. to help you to understand the Net Promoter Score. Josh will show you how BMA became a better organization with board members and staff prepared to make good strategic decisions and to carry out these policies widely. And they’ll provide you with ideas and information and answer your questisons on using NPS in your own association.
About Our Presenter
Josh Levy played a leading role in establishing BMA Colorado’s evaluation process and its implementation of the NPS program. He has been active in the association for several years and has served in various capacities on its board of directors. Currently, he is the Director of Marketing and Channel Management at The Quintess Collection and has 15 years of marketing and sales management experience in hospitality, manufacturing and distribution. In his spare time, he coaches youth soccer and volunteer teaches with Junior Achievement.
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