OUR STORY2019-03-20T10:45:53+00:00

Our Story

The coveted credential paired with the co-creators of Net Promoter

We Stand With You

10 years ago, NPS Certification was created to meet the needs of the CX professional practitioner. We have always had the utmost respect for the program leaders and their teams that invest their careers in the challenge of creating successful NPS programs and we wanted to give them the tools to succeed. While we knew that a professional credential was valuable, we heard from the start that what this group really wanted was NPS success for their business, their teams and their own careers. It had to be right.

After the publication of Answering the Ultimate Question written jointly with Dr Laura Brooks, Richard pioneered the creation of NPS certification which now counts over 5,000 companies as advocates. 20 Net Promoter conferences, more than 6,000 participants and hands on involvement in over 1,000 enterprise programs later – well, we think we have learned a thing or two about success and failure for CX. It all went into the Masterclass.

If you are taking on the challenge of NPS program success at your business, we stand with you… online, on location and ongoing.

Lets Talk

Team OWEN

 

From Then

Nobody has been more instrumental in the success of NPS. Richard’s team developed the Net Promoter Score in a joint project with Bain & Company, but its success as a complete methodology took 10 years of thought leadership.

After the publication of Answering the Ultimate Question written jointly with Dr Laura Brooks, Richard pioneered the creation of NPS certification which now counts over 5,000 companies as advocates. He founded the Net Promoter Conference series that attracted thousands of customers over 20 major global events and hundreds of customer case studies of success.

 

To Now

And now, Richard and his team at OWEN CX have re-written the methodology from the ground up for a digital age. We provide a contemporary approach to creating NPS program success.

Lets Talk