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Satmetrix Hosts the Second Annual Net Promoter(R) Conference Drawing 400 Business Leaders from 24 Countries
FOSTER CITY, Calif.-(Business Wire)-January 31, 2008 - The second annual Net Promoter Conference in Miami, Fla., concluded last Friday following an intensive two-day program on practical approaches businesses can implement to improve overall customer loyalty using the Net Promoter(R) discipline. Interest in Net Promoter as an overall measure of customer loyalty has grown rapidly since the publication of "The Ultimate Question," the most recent best-selling book by business loyalty expert and Bain & Company Fellow, Fred Reichheld. This year 400 business leaders from 24 countries attended the conference, which focused on how companies can realize the promise of delivering a customer experience that increases customer loyalty and organic growth.
The conference was kicked off by Richard Owen, CEO of Satmetrix, conference sponsor and co-developer of Net Promoter, with a discussion on the state of the Net Promoter community. Owen talked about how Net Promoter should not be viewed solely as a research tool, but as an operational strategy to drive change and improve customer loyalty across the entire enterprise. He further stressed that as we look at a potential recession economy, retention and growth of a company's customer base will become increasingly critical to achieving financial performance.
Fred Reichheld discussed the importance of customer loyalty and the positive impact it has on organizational growth. Loyal customers, he said, do four key things that drive growth: repurchase, buy more, refer, and give feedback. Reichheld reviewed the evidence and data linking the Net Promoter discipline to profitable growth, with a focus on leadership practices that drive customer-focus throughout the organization.
Executives from leading companies, including Microsoft, A&E Television Networks, Symantec, and eBay, spoke at the conference, sharing their success in applying Net Promoter and how it has helped them deliver better customer experiences.
Pre-conference activities included a sold-out inaugural Net Promoter Certification master class led by highly experienced instructors including Fred Reichheld and Dr. Laura Brooks, vice president of methodology and consulting at Satmetrix. The Net Promoter Customer Loyalty Certification provides the required knowledge and skills to prepare business leaders for successful implementation of a Net Promoter program. Additional certification courses will be held in London, May 6-8, 2008 and San Francisco, June 2-4, 2008.
To close the conference, Dr. Laura Brooks illustrated the need for businesses to build trust based relationships by empowering employees to engage their customers and deliver better experiences. She highlighted the importance of establishing network communities that help increase the amount of promoters through word-of-mouth marketing. She stressed the benefits of leveraging "Networked Promoters," who she defined as people who are credible sources of information in your community, are socially connected, expressive, charismatic, and refer at higher rates.
For more information about Net Promoter and for blog entries about conference presentations and discussions: www.netpromoter.com.
About Satmetrix
Satmetrix is the leading global provider of on-demand software applications and consulting services to measurably improve customer loyalty and link these results to financial benefits. As the co-developer of Net Promoter(R) the company's solutions enable companies to gather trustworthy data on customer experience, derive actionable insights, integrate this information into the daily work flow of employees, and establish an ongoing dialogue within the customer community. The company has deployed more than 700 enterprise solutions in 40 languages. For more information, visit www.satmetrix.com, or call 1-650-227-8300 in the US or +44 (0) 845-371-1040 in the UK and Europe.
Net Promoter ,NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.
