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Trailblazers Series: Travel Counsellors
Travel Counsellor has not only managed to survive the recession, but thrive, as a result of its focus on customer relationships.
- May 18, 2011
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Travel Counsellor has not only managed to survive the recession, but thrive, as a result of its focus on customer relationships.
Group Chairman David Speakman has grown Travel Counsellors' business through the recession by applying a relationship-based approach to a transactional industry. "NPS® helps us build our business...it is a good measure of how you look after people."
Net Promoter®, Net Promoter System®, Net Promoter Score® and NPS® are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.
What is it like to lead a culture of loyalty? Executives who use the Net Promoter System discuss the cultural change, growth, and results they have observed at their companies.