We are incorporating feedback from London and New York conference attendees to create an exciting conference program rich with topics of interest, plus networking opportunities and case studies from leading companies including

• Aon
• eBay
• GE Consumer & Industrial
• H&R Block
• LEGO
• Microsoft
• Symantec
• TD Canada Trust
• and many others.

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.

In recent posts, we've paid a visit to the CEO, the CFO, and the CIO to learn how Net Promoter is relevant to the activities under their purview. Today we're engaging the CMO to understand how forces in marketing are driving the adoption of Net Promoter.

The Key to Turning Advocates into Your Strongest Marketing Force

Once you know your promoters, the goal should be to bring them into the fold of your business. Think of this group of zealots as your internal advisors and the most important marketing arm of your company.

Fred Reichheld contends that in every interaction with your customers, you have an opportunity to create promoters, passives, or detractors. Companies with the strongest customer loyalty focus on creating authentic relationships based on the Golden Rule.

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

• Seeking advice from insurance companies
• What to do with multiple results?
• Are you asking employees ultimate question?
• Seeking examples of professional services companies using NPS
• Accounting for non-respondents
• More companies using NPS
• Additional questions for more clarity?
• Responding to RFPs with Net Promoter?
• How to react to a high score start?

Take advantage of the new Customer Loyalty Job Board by posting a job or anonymous resume. Find some of the titles from posted resumes below (you must register as an employer to view):

• Director Customer Experience
• Training + Teaching + Programming + Consulting
• Client Satisfaction and Loyalty Analyst
• Head of Business Intelligence Consulting
• Customer Satisfaction Director
• Head of WW Customer Experience Programs
• Director, Retention, VOC/NPS & eService
• Customer Retention and Bus. Dev. Coordinator
• Strategic Analyst
• General Manager

The London School of Economics and The Listening Company surveyed British consumers on their most recent travel experience. NPS was obtained for the booking media, carriers, and destinations. Respondents also provided motivations for booking choices, reasons for recommendation scores, costs of trip, as well as basic demographic information.

The Washington, DC chapter of the American Marketing Association Market Research Special Interest Group is planning a 2-hour panel discussion with 2-3 panelists for spring 2008 to discuss NPS. The group is looking for panelists in the Washington metro area who use Net Promoter and are willing to share their experiences.

Financial services companies are alienating customers and undermining consumer loyalty across Asia and Australia, according to surveys of consumers. Learn more in the report, Turning Customers into Advocates, authored by Bain & Company's Asian Financial Services Practice.