WEBINAR
How a Large Insurer Successfully Implemented New Customer Measures and Engaged an Entire Organization

DATE & TIME
OCTOBER 21st, 2010
USA:  11am–12pm EDT; 10-11am CDT; 8-9am PDT
UK:  4-5pm BST
Central Europe: 5-6 pm CEST

SPEAKERS PANEL

	Richard Watts	Colin Shaw

Richard Watts, (Retired) Group President of Sales and Service, Progressive

Colin Shaw, CEO, Founder, and Author of three international best-selling Customer Experience books.

Program
How do you introduce a new Customer measurement and get the entire organization engaged?  Richard Watts recently retired Group President of Sales and Service at Progressive Insurance, one of the largest Insurance companies in the US will tell you. Richard was in charge of the implementation of a new customer measurement the Net Promoter Score*. In this webinar, Richard will review the successes and the trials of how Progressive implemented NPS across their business. You’ll learn the things that worked and the things he would now do differently. He will share with you how Progressive now uses NPS as a key measure, and how he gained engagement across the entire organization to improve their Customer Experience.

Learning objectives

• How to gain engagement across the organization
• Learn how proving the value with financials drives adoption and action
• Keys to building a robust and personal customer feedback loop
• Establish a link between this quantitative measure and profitable growth
• How Progressive implemented NPS and how they use it
• How to facilitate focus, drive action and have accountability in the organization

* Net Promoter, NPS and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.

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