Webinar - Net Promoter System (NPS) – Should we think of Alumni as “Customers”?

Presented by Chris Marshall

May 22, 2013

Time: 12:00 P.M. – 1:00 P.M. CDT

On a scale of 0 to 10, how likely are you to recommend this webinar to a colleague? Why or why not?

Notice we didn’t ask, Did you like the webinar? Or, Did you find the webinar helpful? or, Do you plan to attend other webinars this year?

We asked “would you recommend” because years of research and analysis have shown that people’s willingness to put their reputations on the line to recommend an activity, product or service is the best measure of loyalty, and in turn, loyalty is the best indication of future investment.

In alumni relations we don’t think in terms of “customers” or “profits,” but we do aspire to nurture loyalty from alumni as measured in gifts of time, talent, and treasure. In our experience, the Net Promoter is the most reliable, easiest, and lowest cost approach to measuring impact from engagement activities.

This webinar will walk you through the basics, describe the foundation principles of NPS, show you how it is calculated, and use Cornell University as a case study for how these data are applied to a real-life alumni relations and development program.

Click here to watch the full recording

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