Agenda Abstracts
January 24, Thursday
7:00am - 9:00am
Registration & Networking Breakfast
9:00am - 9:15am
Opening Remarks - John Abraham, General Manager, Net Promoter Programs
9:15am - 10:00am
State of the Net Promoter Nation
Richard Owen, CEO, Satmetrix
What forces are pushing companies to invest more in customer loyalty? Why are companies embracing Net Promoter as a way to drive this change? Join Richard Owen, CEO of Satmetrix, as he explores the current state of the customer loyalty market and Net Promoter community, including lessons learned and successes realized four years into the NPS revolution.
10:00am - 10:45am
Marrying a Global Standard with Local Ownership
Phillip B. Clement, Global Chief Marketing and Communications Officer, Aon Corporation
Hear how Aon Corporation, the world's largest insurance brokerage company, is using Net Promoter to drive consistent service, accountability, and client-focused innovation in a decentralized operating environment. The company started testing Net Promoter Score (NPS) two years ago as an element of it strategy to drive continued growth, and has now rolled it out as a standard measure of client relationships and solution delivery across 43,000 employees in 120 countries.
10:45am - 11:15am
Morning Break & Networking
11:15am - 12:00pm
Adopting NPS Driving Process Improvement Program Design
Improving the Customer Experience: Moving from a Satisfaction Index to NPS
Larry Hyett, Vice President, Retail Sales & Customer Experience, TD Canada Trust
Follow TD Canada Trust's customer focus journey over the past 10 years, including the shift from satisfaction-focus to loyalty-focus and what they've learned along the way. With a high satisfaction score, it was hard to identify issues and motivate employees to improve. By moving to a Net Promoter approach using willingness to recommend as the measuring stick, they have been able to uncover new issues and identify the best practices of top performing branches. Having achieved initial improvements in certain functions, the company is now rolling out Net Promoter company-wide to include all functions that impact the customer experience.

 Fostering Hospital Practices That Drive Patient Loyalty
Peggy Kurusz, Director of Research & Development, Ascension Health and Mary Ellen Griffin, Executive Director of Support Services for St. Joseph Hospital in Kokomo, Indiana
Hear how Ascension Health, the nation's largest Catholic, nonprofit health system, is using Net Promoter to drive a consistent and exceptional patient experience. Net Promoter Scores (NPS) have provided common, customer-oriented key performance indicators (KPIs) to drive loyalty and performance among its member hospitals. The session will include a case study of St. Joseph's hospital, one of their top performing care centers, where adaptive design techniques have been successfully used to drive improvements in patient care and NPS.
 Measuring What Matters
Dr. Vince Nowinski, Principal Methodologist, Satmetrix
How do you create a Net Promoter system that ensures the right customers and touchpoints are measured? Attend this session and explore best practices in designing your feedback approach, including tips and techniques for increasing response rates from the customers who matter most.
12:00pm - 1:30pm
Lunch and Roundtable Discussions
1:30pm - 2:15pm
Adopting NPS Driving Process Improvement Program Design
Upping the Ante: Gaining Executive Team Buy-In for an Operational Investment in Customer Loyalty
 Reid Hislop, Vice President of Marketing, Pitney Bowes MapInfo
Hear how the executive sponsor of MapInfo’s customer loyalty program made the case to adopt Net Promoter Score (NPS). MapInfo, a division of Pitney Bowes, is a leading global provider of location intelligence solutions to businesses and government organizations. Mr. Hislop will discuss the business case developed with the executive leadership team based on goals for moving detractors and passives up the NPS scale. He also will share the best practices and pitfalls learned in designing and rolling out their program over several years, moving away from an ad-hoc survey process to a more systematic operational system.
Driving Investments in NPS Improvements with a “Lean Six Sigma” Approach
Vivian Blade, Master Black Belt, Marketing, GE Consumer & Industrial
Learn how GE Consumer & Industrial implemented their Net Promoter program using a "Lean Six Sigma” approach across both B2C and B2B applications. With global ownership for Net Promoter Score (NPS), the team focuses on measuring NPS and uncovering the critical Xs across customer segments, operationalizing NPS within the business, and linking NPS to financial results. Having implemented its first round of product and process improvements, they are in the process of re-measuring to quantify the results.
Designing for Action
Deborah Eastman, Chief Marketing Officer, Satmetrix
Net Promoter is helping organizations change from passive loyalty measurement to active loyalty improvement by taking action at all levels of an organization to improve the customer experience, build loyalty, and drive growth. Front line employees are enabled to respond immediately to issues and demonstrate commitment to customer satisfaction, management has objective views of performance and can better manage employees to serve customer needs, and executives can find common themes across the organization that will drive sustainable value. Learn how to integrate Net Promoter into the workflow of all employees – from sales, service, marketing and products – and see immediate value in improving relationships one customer at a time and long-term sustainable value by addressing structural issues that affect the ability to deliver to customer expectations.
2:30pm - 3:15pm Retail Banking: Uncovering the True Value of Customer Loyalty
Susan Piotroski, Partner, Marketing & Customer Strategy Practice, Accenture and Carlo Gagliardi, Partner, CRM Global Service Line, Accenture
In the fall of 2007, Accenture and Satmetrix conducted a detailed study of retail banking in North America to uncover consumer attitudes and loyalty toward their primary banking institution. During this session, conference attendees will get the first look at the results of this study. Join Accenture partners Susan Piotroski and Carlo Gagliardi to explore a detailed diagnosis of the customer touchpoints that drive loyalty, and how this links to value creation for banks. They will also discuss differences in loyalty drivers across consumer segments, and how segmentation can be used to prioritize customer loyalty investments.
Q&A with Jeanne Bliss: Author of Chief Customer Officer and Net Promoter Blogger
Implementing insights gathered from Net Promoter requires the ability to bring the company together in a cohesive set of actions. Jeanne Bliss calls this becoming the “human duct tape” of the organization. Without it, each silo continues to do its own thing in quest of achieving a greater score. Executive sponsorship is a critical element of that success. But the role played by executive sponsors differs from company to company. Does this “human duct tape” role exist in your organization? Who’s best suited to take on this role? What makes the most successful “Chief Customer Officer”? Can the CEO take this on, or is this a transitional role to drive cultural change into the line functions? Bring your perspective and questions for this thought leader on the subject of driving cross-functional customer focus.
3:15pm - 3:45pm
Afternoon Break & Networking
3:45pm - 4:30pm Investing in Customer Communities to Drive Loyalty
Kip Knight, Vice President of Marketing, eBay
eBay pioneered the idea of online communities, bringing individuals and businesses together around the world to trade practically anything online. Find out how eBay continues to drive good profits by identifying promoters and detractors and using customer feedback to stay close to its community. Also hear how the company has applied Net Promoter concepts to the unique market dynamics of eBay buyers and sellers.
4:30pm - 5:30pm Fred Reichheld, Author, The Ultimate Question, and Bain & Company Fellow
5:30pm - 7:30pm Networking Reception
January 25, Friday
7:00am - 8:30am
 Registration & Networking Breakfast
8:30am - 9:15am From Denial to DNA: How to Operationalize Net Promoter across an Organization
Q&A with Enrique Salem, COO, Symantec
Join us as Richard Owen of Satmetrix interviews Enrique Salem about his experience championing Symantec’s cultural transformation toward customer centricity. Hear how Symantec, a global leader in infrastructure software, has leveraged its operational focus on Net Promoter to guide strategy in changing business environments. From its early adoption of NPS, through the largest software acquisition in history, to the adoption of loyalty metrics in sales, marketing, product delivery, and customer service functions, Enrique will share the challenges and ultimate vision that drives Symantec’s commitment to building loyal customer relationships.
9:15am - 10:00am
Using Net Promoter to Drive Organizational Learning
Rob Markey, Partner and Head of Global Customer Strategy Practice, Bain & Co.
The Net Promoter approach to creating closed loop feedback at the front line can be an extremely powerful driver of culture change, organizational learning and front line continuous improvement. It doesn't happen without effort, however. Driving impact requires careful attention to each of the three "learning loops" in any company. Rob will illustrate how some companies are using NPS to unlock organizational change and learning, from the CEO to middle management to the front line. He will highlight some practical lessons and approaches for increasing the impact of the Net Promoter approach in any company.
10:00am 10:20am
Morning Break & Networking
10:20am - 11:05am
Operationalizing
Net Promoter		 Developing Insights Engaging Employees Program Design
Using Integrated Customer Experiences to Move the Needle
Scott Zandbergen, VP of Product Management and Margaret Dron, Senior Manager of Customer Loyalty, Sage Software
Since embarking on its Net Promoter journey 3 years ago, Sage has integrated Net Promoter Score (NPS) and customer feedback across its operations and company culture. Learn how the Simply Accounting business unit has been at the forefront of this transformation, using customer feedback to drive innovations in both product experience and customer outreach. The results have included an increase of over 10 points in NPS for their target segments and growth rates that have outpaced the competition.
 		Boosting Return on Ad Spend and Consumer Engagement with Advanced Net Promoter Segmentation
Lee Boykoff, Director, Digital Media Analytics and Distribution, A&E Television Networks
With the belief that consumers are more likely to be influenced by each other than any traditional marketing vehicle, A&E Television Networks uses the Net Promoter Score (NPS) to identify advocates of both the network and its individual programs. Learn how A&E utilizes NPS and the A&E Insider, an online fan club, to target the marketing sweet spot: viewers with vast social networks who are passionate about the A&E brand. Over the course of the previous 20 months, the program has not only boosted the network's return on marketing spend, but also yielded countless valuable research insights and even influenced on-air scheduling. Most importantly, the majority of members report a change in behavior since joining the Insider – they watch more A&E!
 Focusing Employees on Member Wow
Diana Dykstra, CEO, San Francisco Fire Fighters Credit Union
Hear how San Francisco Firefighters Credit Union has driven cultural change and a 20-point increase in Net Promoter Scores (NPS) by engaging employees throughout the organization. The company’s “Member Wow” program focuses all incentives, from the front line tellers up to the CEO, on improving NPS. Learn how the company uses management processes, open collaboration, and employee recognition to deliver extreme service that makes a lasting impression on members.

Measuring What Matters (Repeat)
Dr. Vince Nowinski, Principal Methodologist, Satmetrix
How do you create a Net Promoter system that ensures the right customers and touchpoints are measured? Attend this session and explore best practices in designing your feedback approach, including tips and techniques for increasing response rates from the customers who matter most.
11:15am - 12:00pm
Building a Net Promoter Program Brick by Brick
Marina Hannaford, Consumer Insights Manager, LEGO Company
“Only the best is good enough" was the motto of Ole Kirk Christiansen, founder of the LEGO Company and inventor of the LEGO brick. In this spirit, LEGO Company's mission is to make the best possible experience for children and their parents. Find out how LEGO Company set up a global Net Promoter program that improved scores by 20% in two years. Learn how the program was set up to win and engage top management and front line employees by providing actionable insights from the why's behind the score.
 Pumping Up the Volume: How AAA Is Adding the Customer’s Voice to Policyholder Data
Jeanne Bliss, Moderator
Cyndie Beckwith, VP Customer Experience, AAA;
Jonathan Farer, Manager of Customer Listening Systems, AAA
Join Jeanne Bliss, official Net Promoter blogger and author of Chief Customer Officer, in a facilitated conversation with the two architects of AAA of Northern California, Utah, and Nevada’s Net Promoter program. Launched in January 2007 as part of its Voice of the Customer initiative, the organization reached out to its California automobile insurance policyholders for feedback, and has just completed its first round of analysis. Learn about their journey so far, which has included an innovative method for reaching out to their members, an extremely high response rate, and the actions they are taking to derive insights and improve operational performance.
 World-Class Internal Customer Service: Improving NPS by 12 Points in 12 Months
Dwight Cooper, CEO, PPR Healthcare Staffing
With demand for contract nursing far exceeding supply, the primary “customers” of PPR Healthcare, one of the world’s leading nurse staffing firms, are its contract nurses. Already recognized as one of the best places to work and fastest growing private companies, PPR knew a major reason for growth over the years is the strong connection between nurse loyalty and the service they deliver. Always looking for improvement, they kicked off a Net Promoter Score (NPS) program directed at employees, earning a 60% score from its nurses. But that wasn’t enough. Learn how PPR boosted its employee NPS by 12 points in 12 months with a resulting $4 million increase in annualized revenue by tying compensation to NPS for all employees, and adding a compensation piece for internal customer service. The thinking? You can’t offer world-class service consistently unless employees are offering that same service every day to each other.
 Competitive & Cross Cultural Benchmarking
David Hankin, Director, Business Consulting, Satmetrix
How do you measure success for a Net Promoter program? Best in class Net Promoter Scores (NPS) vary between industries and across cultural lines. Learn how to put your NPS into appropriate context using competitive and cross-cultural benchmarks, as well as internal trending data.
12:00pm - 1:30pm
Lunch
1:30pm - 2:15pm
Operationalizing
Net Promoter		 Developing Insights Engaging Employees Program Design
Integrating VOC and NPS: Making Sense of One Million Customer Responses
John Griggs, Director of Customer Experience, H&R Block Digital Tax Solutions
What do you do with one million completed customer surveys? First, use Net Promoter Score (NPS) as a way to see how the business is doing and as a proxy for re-purchase intent. Next, break down unstructured data into structured themes that can be prioritized to drive improvements. In this session, learn how H&R Block Digital Tax Solutions collects the Voice of the Customer using NPS, reports on the feedback using dashboards and reports, and drills down into areas of interest and root causes using a combination of analytics and customer follow up by phone. By translating this process into strategic and tactical decisions, the group can track the impact of improvements and ensure that customers know they’ve been heard.
 Net Promoter Levers: The Key to Improving Your Net Promoter Score
Matt Fleckenstein,
Group Product Manager for Customer Experience, Microsoft Office Live
The Net Promoter Score (NPS) is one of four key performance indicators (KPIs) that the Microsoft Office Live organization uses to gauge progress. The organization recently conducted a large qualitative and quantitative study to determine the underlying levers that drive NPS up or down and the association of Net Promoter levers with Net Satisfaction levers. In this session, the speaker will share these findings and the success the organization has had improving NPS since incorporating the study results by prioritizing product planning and development on features and improvements that positively affect the Net Promoter levers.

Nurturing Customers by Living the Golden Rule
Deborah Carlisle, Manager, Marketing Planning, Four Seasons Hotels and Resorts and Ricardo Acevedo, General Manager Four Season Hotel Miami
Since Isadore Sharp opened the first Four Seasons hotel in 1961, the company has grown into the leading luxury hotel management company in the world by making the Golden Rule central to the company's philosophy of personal service. Hear how Four Seasons employees apply the approach of treating others as we wish to be treated ourselves each day to ensure consistently exceptional service across all Four Seasons hotels and resorts. The session will also explore how customer comments are used to reinforce the Golden Rule every day at departmental meetings and through employee recognition.
 Designing for Action (Repeat)
 Deborah Eastman, Chief Marketing Officer, Satmetrix
Net Promoter is helping organizations change from passive loyalty measurement to active loyalty improvement by taking action at all levels of an organization to improve the customer experience, build loyalty, and drive growth. Front line employees are enabled to respond immediately to issues and demonstrate commitment to customer satisfaction, management has objective views of performance and can better manage employees to serve customer needs, and executives can find common themes across the organization that will drive sustainable value. Learn how to integrate Net Promoter into the workflow of all employees – from sales, service, marketing and products – and see immediate value in improving relationships one customer at a time and long-term, sustainable value by addressing structural issues that affect the ability to deliver to customer expectations.
2:30pm - 3:15pm Understanding Customer Value to Drive Growth
Dr. Laura Brooks, co-creator of Net Promoter and Vice President, Business Consulting and Methodology, Satmetrix 
Dr. Laura Brooks, co-creator of Net Promoter, will explore the relationship between the Net Promoter Score (NPS) and customer value. Previous research has demonstrated the link between Net Promoter and growth, but what customer behaviors underlie that connection? Dr. Brooks will discuss how Net Promoter can be used as a predictor of two separate contributors to growth: customer loyalty (as reflected in customer spend and tenure) and customer advocacy (as reflected in referral behaviors). Taken together, these dimensions can provide a holistic picture of customer value. NPS can help you identify and quantify the current and future value of Promoters who serve as an organic growth engine for your company, as well as calculate the cost of Detractors whose experiences do not align with your brand promise. Once identified, companies can align their investments in customer experience, as well as their branding and promotional strategies, to maximize brand advocacy and drive growth.
3:15pm - 3:30pm Closing Remarks - John Abraham, General Manager, Net Promoter Programs