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Net Promoter Day Paris Blog 2008

3 Posts tagged with the satmetrix tag
JohnAbraham
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Wrap Up

Posted by JohnAbraham Oct 16, 2008

Martin Green concluded the day by thanking all of our gracious presenters, and inviting everyone for champagne (gotta love the French style... did I mention we met in the "Salon Panache"!). And as I wrap up this final blog post from my hotel room (with a free internet connection by the way!), I can only say... Paris is still one of my favorite places on earth. And I'm really glad we decided to try out this new conference format. I hope the attendees enjoyed it as much as I did.

 

 

For more Net Promoter learnings, check out the European Conference 2008 blog, Miami Conference 2008 blog, European Conference 2007 blog, and New York 2007 Conference blog.

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JohnAbraham
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Following Martin's introduction, I was joined by Maya-Coralie Blanc, my colleague who runs the Satmetrix France office. I started with a 15 minute primer on the original research behind Net Promoter, to ensure that everyone in the audience understood what Net Promoter is as far as the metric goes. Then Maya took the stage to explain the difference between thinking of Net Promoter only as a metric (NPS), versus using Net Promoter as an operational discipline within the organization.

 

 

Maya discussed six important operational practices that leading companies associate with their NPS "score":

 

 

1. Having a DNA that is customer-focused
2. Having a roadmap for change...not just thinking about NPS as a project
3. Getting trustworthy data on the NPS itself and the context for the score
4. Understanding root causes
5. Taking action and ensuring accountability at all levels of the organization
6. Using feedback to drive innovation and transform the client experience (both product and service transformation)

 

 

As we go through the day, we expect to hear many of these themes emerging in the various case studies. Thanks, Maya, for working so closely with me on this.

 

Click here to download the presentation.

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JohnAbraham
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Conference Opening

Posted by JohnAbraham Oct 16, 2008

Bienvenue à Paris!

 

 

After 2 years of Net Promoter conferences, we are thrilled to hold our first one in the city of lights, in French. And my team finally convinced me to try my hand at blogging! So for those of you who couldn't make to Paris, or who decided not to attend because your French just isn't up to the task...you have here a summary in English of the day's highlights from well known brands including like Expedia, Orange Business Services, Sony Style, and AIG, as well as our guest speakers for the day who consult and write about customer experience, customer service, and marketing.

 

 

Yours truly, John Abraham, and Maya-Coralie Blanc, Satmetrix

 

 

 

We started the day with an introduction from Martin Green, head of EMEA for Satmetrix. Martin and I have both spent the week practicing our French, and it was great to finally get past the nerves and share our thoughts with the audience! Martin introduced the day's agenda, which was conceived as a balance of practitioner case studies, and expert points of view.

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