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Monday, August 5 • 10:45am - 12:00pm
Net Promoter System for Agile Companies (Bernd Schiffer) LIMITED

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Customer collaboration is essential to every Agile business. To create and collaborate to keep a customer is the purpose of an organisation. But still lots of companies try to make bad profits, i.e. profits earned at the expense of customer relationships. The Net Promoter System (NPS) is a renowned open-source system which addresses and measures customer collaboration. And did you know that you not only can use it to get feedback on your products and services, but also on your employees and your personal performance?

NPS is a perfect fit for Agile companies - and those who want to be. Most of the companies I worked with (Agile coaching, training, consulting) had not heard about it, and far less were actually using it. This really surprises me, since NPS integrates like a charm with Agile, e.g. within product development via Scrum.

In this session I’ll explain the basics of NPS, i.e. promoters and detractors, satisfied and delighted customers, bad profits (how to deal with bad feedback?) and good profits, and why and how to measure these. Several stories from companies like Apple Retail, Zappos, Southwest Airlines, and others will help to make my point. I’ll further show why NPS is a very good fit with Agile regarding products, employees, and personal performance. Dos and Don’ts regarding NPS (also from personal experience) will close this session. Related to the Don'ts, I also cover some of the negative critiques out there.

avatar for Bernd Schiffer

Bernd Schiffer

Agile Coach, Trainer, and Consultant, Bold Mover
Bernd Schiffer is Agile coach, trainer and consultant in Melbourne, Australia. He founded his own Agile company called Bold Mover, and he's been doing Agile and Lean for about 12 years. He often works at the client's introducing Scrum and Kanban at team and management level. He deeply... Read More →

Monday August 5, 2013 10:45am - 12:00pm CDT
Bayou E