Get ready for the best Net Promoter Conference yet in Miami on January 24-25, 2008. Keynotes from Aon, eBay, and Symantec give a glimpse of what's in store, with 25 information-packed sessions to choose from. Register by Fri., Nov. 16 and save $300. Request an invitation to register.

Marrying a Global Standard with Local Ownership
Phillip B. Clement, Global CMO, 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 across 43,000 employees in 120 countries.

Investing in Customer Communities to Drive Loyalty
Kip Knight, VP of Marketing, eBay
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.

From Denial to DNA: How to Operationalize Net Promoter across an Organization
Enrique Salem, Group President Worldwide Sales & Marketing, Symantec
Hear how Symantec, a global leader in infrastructure software, has leveraged Net Promoter to guide strategy. From the largest software acquisition in history to adoption of loyalty metrics in sales, marketing, product delivery, and customer service, learn the challenges and vision that drives Symantec's commitment to building loyal customer relationships.

The first master class for Net Promoter Certification is taking place January 21-23, 2008 to coincide with the Net Promoter Conference in Miami on January 24-25. Learn from Fred Reichheld, author of The Ultimate Question, Dr. Laura Brooks, co-developer of Net Promoter, and other customer loyalty experts. Course details, instructor information, and pricing is now available.

Reality Check Ahead

Any concept as innovative as Net Promoter is bound to incite debate. Any methodology that is adopted so rapidly will naturally ruffle a few feathers. However, as a rule of thumb, the volume of complaints about any given innovation directly correlates to the level of business interest that is being threatened. Put simply, not everyone stands to gain from innovation in the customer loyalty marketplace.

Ask questions, provide responses, get answers at the "Who Is Using Net Promoter?" discussion forum. (Note: viewing posts requires brief registration.)

• More companies using Net Promoter
• Personal relationships artificially increasing NPS?
• Telcos using NPS to prepare for full number portability?
• Examples of NPS in hospitality?
• Input on score volatility
• NPS for professional services firms?
• Explaining NPS to customers?
• 0-10 or 10-0 scale in Netherlands?

Take advantage of the new Customer Loyalty Job Board. We are seeking additional job listings from employers as well as anonymous resume posts from job seekers. Check out the latest:

• Customer Advocacy Manager
• Management Consultant of Customer Accounts
• Vice President of Product Management
• Director, Customer Relations
• Senior Business Consultant
• Customer Acquisition Manager
• Manager of CRM Strategy
• Consumer Insights Manager, Online Media Program
• Methodologist
• Customer Operations Analyst III
• Customer Experience Consultant
• Sales and Marketing Manager
• Customer Experience Executive
• Client Care Manager
• Vice-President, Client Services/ERP
• Research Manager
More