Netpromoter New York Conference 2007

Laura DeSoto
Senior Vice President, Innovation & Synergy, Experian

Realizing the Promise - Delivering a Differentiated Customer Experience that Increases Your Net Promoter Score

Learn how Experian used customer-centricity as a strategy to differentiate and gain market share in a highly competitive space. Ms. DeSoto will discuss their corporate transformation encompassing organizational strategy, process redesign, and measuring the customer experience using Net Promoter.

Das Narayandas
James J. Hill Professor of Business Administration and Co-Chair for the Program for Leadership Development, Harvard Business School

Investments in Customer Loyalty - Choosing the Right Customer Mix and Building Value over Time

What are the most effective strategies for investing in long-term customer relationships, and how can companies prioritize these opportunities using metrics such as Net Promoter? Narayandas will discuss his current research on selecting an optimal set of customers, and managing relationships with these customers to maximize mutual benefits over time.

Hooman Hakami
VP & GM Global Services
GE Healthcare

Using Net Promoter to Play Offense

GE has been a proponent of Net Promoter in their business since 2005. Come learn how the global service organization of GE Clinical Services used Net Promoter to listen to the direct voice of the customer, improve their service delivery and achieve award-winning results. This direct input from their customers has allowed GE to improve their NPS, and grow their service business.

Dr. Laura Brooks
Vice President, Research and Consulting, Satmetrix Systems

Best Practice Secrets for Moving Your Net Promoter Score

Join the co-developer of Net Promoter to learn what global companies are doing to improve their Net Promoter Score. Learn how to recognize your company's strengths, weaknesses and readiness to deploy Net Promoter.

George Hofheimer
Chief Research Officer, Filene Research Institute

Net Promoter in Financial Services: Unraveling the Credit Union Paradox

Hofheimer will discuss the results of a recent Net Promoter study of the credit union industry, addressing how very high loyalty and satisfaction interacts with other factors to determine market outcomes.

Martyn Christian
Vice President, Marketing and Content Management
FileNet, an IBM Company

Creating Action at the Frontline: Making Net Promoter Relevant in Each and Every Part of Your Business

FileNet has always been a company that was interested in listening to its customers and ensuring its customers' success. From the early days' mantra of "Every Customer a Production Success" to the current focus on "Building Customer Loyalty: Every Customer, Every Day, In Everything We Do," FileNet has been driving to increase its Net Promoters for the past two years. The success has been overwhelming and the Net Promoter population has boomed. In this session you will see how FileNet has used the key drivers of Net Promoter to transform their customer and partner experience. FileNet has also built an extensive program to deliver relevant customer feedback to their frontlines that has improved their customer retention and share of customer.

Raimund Schmolze
VP Customer Insight, T-Mobile

Using the Net Promoter Score to Transform an Organization

T-Mobile International introduced the Net Promoter Score in the end of 2005 as key metric for measuring progress against its mission of becoming the most highly regarded service company. A year later the company has experienced that the NPS has transformed the company beyond expectation.

Simon Lyons
Global Head of Marketing & Communication, Aggreko Plc

From Hearsay to Hard Data - Putting Metrics on Your Customer Feedback

Learn how the global leader in power-related equipment rental has implemented a customer feedback solution to drive customer referrals and how they manage their Net Promoter Score as seriously as they manage their finances.

Parke Pettegrew
Vice President, National Training, Archstone-Smith

Moments of Truth - Building Promoters by Delivering the Right Customer Experience at the Right Time

Learn how this leading multi-family real estate company has used Net Promoter to change their processes and service delivery resulting in improved customer experience and improved Net Promoter scores.

Net Promoter Journey Panel

Richard Owen, CEO of Satmetrix Systems, will host a panel of loyalty leaders to discuss the challenges and opportunities their organizations have faced at different stages of the Net Promoter journey. How do companies embark on new loyalty initiatives? What are some of the do's and don'ts in making a successful transition to customer focus? And what does the future hold for companies that excel at the Net Promoter discipline?

Barton Hill
Chief Marketing Officer
Mellon Investor Services

Troy Stevenson
Vice President, Client Loyalty
Charles Schwab & Company

Bernhard Klein Wassink
Senior Vice President, Global Marketing
GE Real Estate

Rob Markey
Partner and Head of Global Customer Strategy Practice, Bain & Company

Using Net Promoter In Customer Segmentation

According to a recent Bain & Company survey, 81% of executives say customer segmentation is critical for growing profits, yet fewer than 25% believe their companies use it effectively. Net Promoter can help make customer segmentation approaches more effective. Mr. Markey will discuss case studies that illustrate how Net Promoter can help you identify your “design target” and how you can use Net Promoter to help develop segment-driven customer strategies.

Barry Saik
VP of Product Management, Intuit

Using Net Promoter to Measure the Customer Experience and Fuel Product Innovation

One of the first companies to widely adopt Net Promoter, Intuit has years of experience with both the Net Promoter metric and how to improve it. Mr. Saik will share market data linking Net Promoter to revenue growth rates for consumer tax preparation solutions, and will discuss how Intuit has used Net Promoter to shape product strategy and stay at the forefront of this market.

Q&A with Fred Reichheld, Author of The Ultimate Question

Join Dr. Ralph Oliva, Executive Director of the Institute for the Study of Business Markets at Penn State University, for a fireside chat with loyalty guru and author of The Ultimate Question, Fred Reichheld. Hear the personal stories behind Net Promoter as it moved from concept to management discipline, and get Reichheld's latest thinking on questions submitted by conference attendees in advance.