The 2nd annual European Net Promoter Conference will take place in London on April 30 - May 1. This year's agenda features more choices with over 25 sessions, allowing you to attend topics most relevant to your business.

We have also added roundtable discussions for experienced NPS practitioners, moderated by industry consultants in the PR and relationship management field. Early-bird pricing is available through March 31. Check out a few of our keynote sessions below:

Using NPS as a Lever for Organisational Change
Pascal Viginier, Executive Vice President of Sales and Service, Orange France. Hear how one of the world's largest telecommunications brands is using NPS to stay ahead in a rapidly changing market. Learn more.

Building a Global Community of Enthusiasts
Conny Kalcher, Vice President Consumer Experiences, LEGO Company. Learn how LEGO is harnessing the passion of its promoters to build loyalty and value for enthusiasts of all ages. Learn more.

Using NPS to Drive Global Customer Focus
Andrew Clayton, Group Vice President, Allianz. Hear how one of the world's largest insurance and financial services companies has made Net Promoter a key component of its B2B and B2C customer focus journey. Learn more.

Back to the Future: Driving Growth in One of London's Oldest Industries
Q&A with Peter Harmer, CEO, Aon UK. Net Promoter is a powerful and new business concept, but is rooted in traditional business values as epitomized by the relationships that have underpinned London's insurance market for centuries. Learn more.

The Net Promoter Customer Loyalty Certification provides the required knowledge and skills to prepare business leaders for successful implementation of Net Promoter programs. The curriculum highlights best practices using case examples, and educates participants on key success factors for using Net Promoter in a variety of operating environments.

The next certification course is May 6-8, 2008 in London, followed by the San Francisco course, June 2-4, 2008. Seating is limited and will be confirmed on a first-come, first-served basis.

Subprime Lending, Teaser Offers, and NPS

The headline of our day is the mortgage crisis in the U.S. In particular, a new term has entered our lexicon, the "subprime" mortgage. Of course, subprime simply refers to loans made to people with a relatively weak credit history; the free market economy solution to this problem is that those who are eligible for such a loan should pay a higher rate of interest, to reward the lender for the additional risk of non-payment they take on. This is a demand killer in this market, as those participants with poor credit are usually in that segment because of their limited ability to pay at normal interest rates, let alone penalty rates.

Attend a webinar focused on best practices around Net Promoter and building programs to increase customer loyalty, create engaged communities, and improve customer experience that drive change in your organization and profitable growth.

• March 26: Designing Loyalty Programs for Action
• April 3: Social Networks and Brand Recognition featuring Forrester Research
• April 22: Competitive and Cross-Cultural Benchmarking
• Archive: Net Promoter Economics - Exploring the Impact of Word of Mouth

Check out some of the latest customer loyalty job board listings, including some of the titles from posted resumes (you must register as an employer to view). Click below to learn more about posting jobs or anonymous resumes.

Recent Job Posts

• Senior Manager, Customer Retention and Loyalty
• Senior Marketing Specialist - CRM
• Manager, Customer Satisfaction Programs
• Marketing Research/Statistician
• Customer Operations Analyst III
• EMEA CRM Data & Analytics Manager
• Manager, Pharmacy Customer Experience
• Market Research Analyst III
• Quality Metrics Analyst Intern
• Metrics Program Manager IV
• Marketing Research/Statistician

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

• Product vs. company - two questions?
• Educating employees about NPS
• NPS relative to competitors
• CPG & NPS? P&G
• Recovering detractors, then amending NPS!!
• More on supplier NPS - any advice?
• Change in NPS due to online methodology?
• How to survey retail customers who don't buy?
• Converting promoters to "active" promoters
• NPS at sales rep or regional sales team level?
• NPS methodology - company, country, products?
• More on consolidating individual NPS results into overall score?

This podcast addresses some of the controversy around NPS in a lively debate format. What is the core terminology of Net Promoter and how are researchers interpreting it? What is NPS intended to accomplish? And what's at stake at the heart of the NPS debate? Check out this recording to hear more.