In the B2B track, we heard from Dr. Laura Brooks of Satmetrix, Martyn Christian of FileNet, and Simon Lyons of Aggreko. All of these presentations highlight key themes for success in realizing gains in NetPromoter scores that drive business results. The consistent themes of these speakers clearly demonstrate best practices that must be deployed to drive growth.

To start with Laura shares her research on the best practices observed in the Satmetrix customer base. By analyzing customers, she has found 4 key elements to success:

• Executive foundation: This is not a vision or mission statement, but a way of doing business, led from the top. This means putting investment behind it and driving change throughout the organization. This is key to realizing the value of NPS. If your leadership is paying lip service to customer centricity, you will not see the value of NPS or any loyalty program.
• Organizational alignment: We heard this as a key theme to Experian's success earlier today as Laura DeSoto shared the techniques they deployed to align the organization around delivering a superior customer experience. To what extent does every part of the organization really focus on the customer and how to you translate that to every employee's role?
• System infrastructure: You need the supporting system infrastructure to enable the collection, analysis and accountability of customer insights. You must have the systems in place to deliver data quickly to every employee and make it actionable. We heard from several speakers today that traditional market research data is not timely enough to enable the organization to quickly respond to customer feedback.
• Process integration: You must integrate the data into the natural flow of the business to truly drive customer centricity throughout the business.

Laura's presentation had much more insight into the best practices for moving your Net Promoter score. John Williams shares more in his posting "Measure Who Matters!"