mSurvey, the company that enables businesses to reach out to their customers directly from their mobile phones, few weeks ago in Lagos demonstrated live how the application works, now, they will be hosting Africa’s second Customer Loyalty Net Promoter Score [NPS] Masterclass on March 20th and 21st, 2018 at Lagos Business School.
mSurvey is the first to implement Net Promoter Score [NPS], the internationally recognised metric is used to gauge the loyalty of a brand’s customer relationships and their overall perception of a brand, in Africa. The metric, which has been adopted by more than two thirds of Fortune 1000 companies, including Apple, Sony, Amazon, British Airways and Tesla, is used to drive business growth by measuring the loyalty that exists between a provider and consumer. It is based on responses to how likely a consumer would recommend a company, product or service on a 0 to 10 scale. One Kenyan company who implemented mSurvey’s NPS has recorded a revenue turn around of 800%.
Launched in 2012, mSurvey has been dedicated to transforming businesses in Africa through quality customer feedback and by delivering this most powerful customer loyalty tool to date through a series of Masterclasses.
The NPS Masterclass, hosted by mSurvey and Richard Owen, Co-creator of the Net Promoter Score, is targeted at Heads of Customer Service, Heads of Research, Chief Marketing Officers and Business Analysts and will explain the science that powers the NPS as well as how NPS is the real driver to customer retention, customer recommendation and customer acquisition. Headlined by Mo Abudu [Chairman and Chief Executive, Ebonylife TV], the event will have a panel discussion with key speakers including Ken Kuguru [Group CEO, Java House], Ken Okwero [Head of Strategy, Safaricom], Funke Shobanjo [Head of Organisational Transformation, FBN Capital], Stella Kamau [Group Head of Customer Experience, ABM Group], Odunayo Sanya [General Manager, Planning & Customer Management, MTN Nigeria] and moderator Onyi Sunday [Presenter & Producer, CNBC Africa].
Dr. Kenfield Griffith PhD, mSurvey CEO and co-Founder says “mSurvey’s Customer Loyalty NPS Masterclass is value-driven; we are giving decision-makers in Nigeria practical examples of how their customer perception increases operational efficiency and revenue growth.
There is also research, from Satmetrix, which shows that it costs 5x more to acquire a new customer than to retain your existing ones. Using the NPS tool as a guide, businesses will be able to gauge their relationship with their customers and further identify areas in which they can improve their performance and growth.
The powerful insight and technology is actively embraced by the vast majority of Western companies, who rely on NPS to give them unique understanding into their customers’ experience, and we are bullish in our mission to see NPS have the same impact on the continent and power customer conversations for millions of business across Africa.”
To register for the Net Promoter Masterclass, click here.
