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European Conference Blog 2011

4 Posts tagged with the owen tag
Robert_Salvoni
0

With his usual humour, Richard Owen, CEO Satmetrix, opened as the first keynote speaker of the conference. With Excellence Driving Innovation as his theme, the "Tarantino" approach to his presentation was certainly different and was, in itself, a little piece of innovation.

 

Key themes of the presentation focused on:

  • Innovation that is driven by different business philosophies, as exemplified by the Integrator vs. Networker model.
  • The impact of experiential innovation - think about the splash made by the iPad - even though it really does nothing new
  • "Bad profits are out to get you" - which was an eye-opening account of the demise of Blockbuster, due to the fact that they couldn't move past the application of late fees
  • How Disruption as a strategy can truly deliver on what a customer actually wants - not what they have come to expect
  • "Clouds Everywhere" - and a focus on the fact that the traditional sales funnel is a thing of the past - decisions are made at varying points on the journey - you can't work the sale in the same way as you did even a couple of years ago.
  • Blue/Red Ocean strategies...
  • Revolutions of One...
  • Entrepreneurs are Mad...

 

It was a whistlestop tour through the myriad concepts for Innovation. It provided a huge amount of food for thought and nicely set the conference up for a successful first day. And my favourite example of Innovation from Richard's presentation? Pay @ Pump credit card slots - where you can put the card in either way!

 

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1235 Views 0 Comments Permalink Tags: satmetrix, owen, innovation, blockbuster, ipad, nps2011, challenges, london2011
Allie_Davidge
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In true chat show style (complete with music from "Parkinson") Richard Owen, CEO Satmetrix, took to the stage to introduce and interview two other CEOs: Jagdish Parihar from Olam and Stephen Beynon from Eircom / Meteor.

 

Stephen Beynon talked about some of the challenges of the telecoms industry and then talked about involvement in customer experience. Most important was the desire to find a single galvanising measure that would pull the company around the idea of business transformation and development of customer experience. NPS was identified as the right approach to achieve this.

 

The company is a year into the journey - still lots of work ahead but to date they are pleased with progress.

 

Jagdish Parihar was one of 2 partners - and these were the only 2 people in the company initially - who started Olam in 1989. 21 years later they have achieved a level of growth that is phenomenal - especially for such a traditional market! Customer relationships have always been a key focus for the organisation. You need to form bonds of trust with your customers - demonstrating commitment through delivery.

 

For both Olam and Eircom, customer experience is at the forefront of their business models. There is a need to align the business to the concept. Stephen mentioned that this has opened up a sense of creativity and care within the organisation, driven by the focus on customers.

 

A key question from Richard - pursuing a customer focused strategy is not always the type of approach that generates immediate success - it can take time. Was that a concern?

 

Both Jagdish and Stephen underlined that the wait is worth it! To have customers and the customer experience at the top of the agenda cannot be underrated. But it is absolutely crucial to maintain consistency. Especially in terms of the leadership of the company. Having a CEO in place over a longer period of time helps to drive true company engagement in a customer focused strategy. You see this less in companies where there is a lot of turnover in the senior management.

 

Stephen: "Because our key focus was business transformation, we weren't so interested in the standard concerns from researchers. We wanted a metric that would give us the right focus - so we adopted NPS."

 

Jagdish: "Having the right vision also has to align with the values that you espouse as an organisation. This is central to success."

 

Richard raised the subject of innovation...a key topic for the whole conference.

 

Stephen: "Innovation means marshalling resources and funding properly. You don't slash budgets for innovation just because times are hard. You can't succeed by cutting investment in the customer focused initiatives."

 

Jagdish: "Olam itself was an innovation! The way it is structured from top down and bottom up is key to sharing information, driving quality."

 

Stephen: "And your structure will keep people focused in the right direction - and in a single direction!"

 

It was a great discussion which enlightened many about the true implications of having a serious focus on the customer experience as the core strategy for business transformation and growth. There were also a couple of great questions from the audience:

 

How do you break down the silos in organisations, to get them to work together?

  • Fact based not function based discussions
  • Reward and recognition.

 

Is it important to have a segmented approach to customers? Or should one size fit all

  • Segmented!
  • LTV (life time value) is very important - this is a destination measure.
  • Segment by value, allocate resources sensibly. NPS helps to do this and ensure that you get the right returns.

 

Your rewards are linked to long term not short term goals. How do you keep the immediate focus of employees?

  • Jagdish: "Survival at the end of the day is based on the long term - but short term goals are also shared. Keeping employees engaged happens through focusing on sharing a holistic understanding of the business performance. Let employees know that they are central to the company success. Provide true support and care to the employees.
  • Stephen: "Well balanced target setting has to be key."

 

Thank you to Jagdish for joining us from Singapore and to Stephen to flying in from Ireland. Learning about your companies and the approach you take to customer experience was a great audience experience.

1311 Views 0 Comments Permalink Tags: satmetrix, eircom, parihar, innovation, compensation, conference, leadership, owen, nps2011, london2011, olam, meteor, beynon
Maya
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A l'attention de nos condisciples francais :

J'ai ete investi d'une mission qui me rejouit d'avance a savoir participer avec un de mes collegues au premier blog Francais Net Promoter. Dans un premier temps je vous invite  a suivre ce blog les 16 et 17 Juin ; pour ce faire, vous trouverez ci-apres un avant gout des sessions sur la base desquelles j'ai la ferme intention de bloguer. Je m'efforcerai en tant que membre de l'equipe Satmetrix de faire preuve d'impartialite et de vous livrer le plus sincerement possible les benefices des sessions couvertes.

 

Message a l'attention des personnes qui se disent "novices " quant a la discipline Net Promoter . Ne rougissez pas vous etes encore nombreux en France, ce  qui rend l'exercice pour ma part encore plus attractif. Si je puis participer a vous eduquer sur la discipline Net Promoter (ce que je m'efforce de faire depuis 4 ans maintenant) ou tout du moins de susciter votre curiosite intellectuelle, alors j'aurai releve ce defi. Nos conferences visent les 3 objectifs suivants :

- Presenter les fondements de la discipline Net Promoter condense d' approches theoriques & pratiques : sessions couvertes par les co-developpeurs de la discipline Net Promoter : Fred Reichheld, Bain&Co , Satmetrix

- Retour d'experiences d'organisations ayant implemente l'approche Net Promoter

- Faciliter le networking entre societes presentes pour creer un veritable "vivier" de best practices autour de la discipline Net Promoter.

 

Alors cette introduction vous donne t-elle envie ?

Ajouter a cela que cette conference est organisee de main de maitre par notre BU Net Promoter aux US conduite avec brio par John Abraham et que chaque annee ( il s'agit de la cinquieme conference ) l'evenement fait du buzz et parvient a reunir plusieurs centaines d'organisations mues par un meme desir : mieux comprendre comment la discipline Net Promoter change fondamentalement la facon de faire du business. Les intervenants sont des presentateurs hors pair, frequemment sollicites sur le sujet et pour la plupart d'entre eux des tenors de l'industrie.

 

Je commencerai le blog le 16 Juin par l'introduction de notre CEO Richard Owen : "Fueling Customer Experience through Innovation". Cette session aura pour merite d'aborder la discipline Net Promoter sous le prisme de l'avantage concurrentiel et de l'innovation.

 

Puis je bloguerai sur la session delivree par Isabelle Conner d'ING sur le " Common language of NPS" car la reussite de tels programmes passe aussi et surtout par une gestion de la conduite de changement au sein de l'organisation.

 

Je me montre d'ores et deja tres interessee de connaitre ce que Peter Amend de Carl Zeiss souhaite partager comme retour d'experience autour de " the Hidden Value of your detractors". D'ordinaire, nous savons que la creation de valeur a proprement dit emane des promoteurs ( valeur eco d'un promoteur est bien superieure a celle d'un detracteur).

 

Ensuite, je vous ferai part de ce que j'aurai retenu de la session delivree par mon collegue Cameron Conway de Satmetrix  , la thematique abordee "Brining the six sigma discipline to your action planning process " est tres connexe de ce que la discipline Net Promoter tend a prouver.

 

Enfin pour clore cette premiere journee, je finirai le blog sur la session de Rob Markey de Bain & Co. Je suis convaincue ( apres l'avoir experimente pour des clients ) que les meilleurs ambassadeurs de l'organisation sont ses employes. C'est la raison pour laquelle il est essentiel de comprendre le lien etabli entre NPS et ENPS ( Employee Net Promoter Score).

 

Le second jour de la conference , je bloguerai sur la session d'Olivier Rank d'American Express qui m'a l'air tres "promising"  : "Servicing a Relationship not a Transaction" . C'est la un des enjeux du NPS : comprendre comment et pourquoi l'experience client forme un tout , l'experience resultant d'une transaction est certes importante mais ne definit pas les contours de la relation client. La portee du NPS reside dans la dimension relationnelle principalement d'ou le "Building Relationship ".

 

Puis, je m'en irai "esgourder" Phil Stewart de Virgin Media Business. Il y a 2 ans le CEO de Virgin avait delivre une session memorable lors de notre net promoter conference de Londres. La session est porteuse d'interet car cette fois c'est la branche B2B de l'organisation qui temoigne, de plus cela reste tout simplement interessant de comprendre comment une organisation telle que Virgin a integre au quotidien le NPS.

 

La session qui  suivra avec Ralph Hababou : "Why Yesterdays best is not good enough today "m'interesse a plusieurs egards.  Tout d'abord et ce n'est pas du chauvinisme mais Ralph avait participe avec brio a la conference Net Promoter a Paris en Oct 2008 ( pour laquelle j'avais apporte mon soutien). Donc je suis curieuse de savoir s' il maitrise aussi bien la langue de Moliere que celle de Shakespeare ( LOL). De plus et c'est surtout la que reside l'objet de ma curiosite : nombre de clients se declarant promoteurs disent avoir vecu une experience qu'ils qualifient eux memes d'exceptionnelle voire unique, la "waouw" Experience car c'est bien de cela qu'il s'agit.

 

 

Enfin si vous me suivez toujours, je finirai cette experience que j'espere instructive  et comme point d'orgue a cette cinquieme conference Net Promoter par la session de Fred Reichheld. C'est ous qualifier certainement son intervention qui s'avere in fine avoir des allures de grande messe tant le fondateur de la discipline Net Promoter est reconnu aussi pour son cote " bete de scene". Alliant tour a tour humour et savoir , les interventions de Mr Reichheld sont toujours tres courrues. Avec le recul necessaire, cela reste intellectuellement interessant de savoir ce que le pere de la discipline NPS peut encore raconter ( facon story telling ) sur le sujet. Il sera donc question d'innovation, passion pour les clients , resultats economiques et donc ...avantage concurrentiel . Donc la boucle est bouclee , vous me suivez ? En fait cette session fait echo a celle de notre CEO Richard Owen qui ouvre le bal le premier jour de la conference le 16 Juin.

 

Voila, j'espere vous donner l'appetence necessaire pour suivre ce blog . Rendez vous donc les 16 et 17 Juin prochains a Londres :-)

 

Maya-Coralie BLANC

Business Dev Manager Satmetrix France

1656 Views 0 Comments Permalink Tags: london2011, satmetrix, bain, netpromoter, virginmedia, carlzeiss, conway, americanexpress, france, fredreichheld, conference, nps2011, owen, ralphhababou
Allie_Davidge
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Satmetrix is looking forward to welcoming around 300 customer experience professionals to the 5th Annual London Net Promoter Conference. Only 21 days to go and the conference will kick off with opening remarks from John Abraham, GM Net Promoter Programs, followed by the first Key Note presentation from Richard Owen, CEO Satmetrix.

 

Many of you will be familiar with Richard's blogs in this community, as well as his presentations at previous Net Promoter conferences. In his inimitable style, Richard will cut straight to the heart of the matter, presenting on Fuelling Customer Excellence through Innovation.

 

With the conference agenda focused on Innovation, Action and Results, this subject is sure to capture your attention. Richard will discuss the concept of how customer excellence can be used to positively disrupt the nature of an industry and the competition. Innovation that equals differentiation and competitive edge can be driven from a focus on customer excellence.

 

It promises to be a great start to the two days. I hope to see you there. Be gone the clouds of Grimsvotn volcanic ash - we've a conference to attend!

 

Allie Davidge

Senior Manager, Net Promoter Programs

Satmetrix

1292 Views 0 Comments Permalink Tags: owen, london2011, satmetrix, innovation, nps


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