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Wednesday 30 April, 2008  |
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Registration & Networking Breakfast |
09.00 - 09.10 |
Net Promoter Conference Welcome  |
09.15 - 10.00 |
Putting the Customer at the Helm
Richard Owen, CEO, Satmetrix
You have heard it said before. "The customer is always right." But when it comes time to make tough business decisions, particularly during tight economic times, investments in your customer base can engender hot debate. Even worse, management may be tempted to cash in on customer loyalty for short-term financial results. Join Richard as he discusses current market trends and how the best companies can leverage Net Promoter feedback to navigate market change while protecting their most valuable asset, the customer. |
10.00 - 10.50
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Using NPS as a Lever for Organizational Change
Pascal Viginier, Executive Vice President of Sales and Service,
Orange France
Hear how Orange, one of the world’s largest telecommunications brands, is using NPS to stay ahead in a rapidly changing market. Pascal will explain their approach, starting with the introduction of Net Promoter as a new KPI in 2007, that moves beyond traditional measures of quality by encapsulating a 360-degree view of the customer experience. Based on NPS and associated customer learning, they are able to leverage improvements in touch points that matter most, driving organisational change and ultimately, perceptions of the Orange brand in France.
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Break |
11.10 - 12.00
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Building a Global Community of Enthusiasts
Conny Kalcher, Vice President Consumer Experiences, LEGO Company
Learn how LEGO Company is harnessing the creativity and passion of its promoters to build loyalty and add new value for enthusiasts of all ages. Conny will discuss how LEGO is leveraging the information provided by its Net Promoter program to improve the consumer experience and drive engagement. Hear about how LEGO interacts and co-creates with different audiences including the Adult LEGO Fan Community, the LEGO Club and the Kids Inner Circle, an online site for children and their families. The presentation will illustrate how the LEGO Company uses consumer segmentation according to affinity and collaboration with its promoters to enhance the customer experience while providing valuable new insights to help the company innovate.
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12.00 - 13.30
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Lunch |
TRACKS
13.30 - 14.20
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Operationalising
NPS |
Programme Design |
Moderated Roundtables |
The Logical Choice: Generating Buy-in with Real World Data
Glenn Rogers, Director, Customer Experience
Logitech
Logitech, a world leader in personal peripherals, had a “light bulb moment” when they assessed some 200,000 customer responses and saw how directly Net Promoter Scores, which they had developed for every one of their 300 products, were mapping to the current health of each product line. In this session, you will hear how Logitech is taking these initial insights to the next level by integrating NPS across the company to prioritize and inform product development based on customer feedback.
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The Voice You Can't Ignore: Using NPS to Deepen the Conversation with Key Business Partners
Dr. Halina Miglus, Head of Customer Experience, HSBC Global Resourcing
Hear how one of the largest captive business process outsourcing organisations in the world, operating in five countries with over 30,000 employees, is using Net Promoter to change the way people work and improve relationships with its internal business partners. HSBC Global Resourcing has been using NPS since mid-2006 to drive improvements across its wide array of business services. Halina Miglus, architect of the program, will explain how Net Promoter feedback is used as a discussion tool for account management teams, shifting the focus from "putting out fires" to driving sustained improvements in business relationships and service. What started as a change initiative has now matured into a part of the unit's operating fabric and performance scorecard, driving management and employee behavior, teamwork, and cross functional collaboration.
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Measuring What Matters
Henry Jones, Managing Director, UK, 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.
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Word of Mouth
Moderator: Crispin Manners, Director of Service Innovation, Kaizo
In July, 2007, Sprint “fired” about 1,000 of its customers. Do you think this was a good decision or not? How do you think it impacts word of mouth? In this intimate, moderated session, you’ll have the opportunity to share and find out from other conference delegates the dramatic impact word of mouth can have on your Net Promoter program. Join us to create our own word-of-mouth around this topic!
This session is designed for experienced practitioners. Seating is limited.
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| 14.20 - 14.40 |
Break |
TRACKS
14.40 - 15.30 |
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Operationalising NPS |
Programme Design |
Moderated Roundtables |
Driving Customer-Led Growth through SMART Executive Sponsorship
Jana Eggers, CEO,
Spreadshirt
Implementing NPS in 2007 was a SMART goal for Spreadshirt, the internet company that is the worldwide leader for creative, personalized apparel. CEO Jana Eggers will explain why she introduced NPS as their customer metric, and how employees have embraced the approach to address some of the challenges faced by a rapidly-growing company that operates in 12 languages and delivers to 17 countries. Spreadshirt is now using NPS to track and improve customer loyalty in both its direct-to-consumer business and its “shopkeeper” network of partners who design and sell custom t-shirts online using the Spreadshirt platform and production capabilities.
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The Promises You Keep-Making NPS Operational at Every Touch Point
The Promises You Keep-Making NPS Operational at Every Touch Point
Sean Risebrow,
Director of Customer Experience, Virgin Media
Hear how Virgin Media, the UK's leading entertainment and communications company, is using Net Promoter to drive improvements in end-to-end customer experience across all of its touch-the-customer interactions. With over 10,000 employees serving consumers of digital TV, high speed broadband, mobile and phone services, the company receives NPS feedback from thousands of customers each month, and drives this information to front-line teams for organizational learning and improvement. Sean will discuss investments the company has made to improve the quality of one-to-one customer interactions, as well as major investments in policy and process changes that respond to customer needs. By moving from "promises made" to "promises kept," the company is staying at the forefront of service innovation in a rapidly changing marketplace.
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Competitive and Cross-Cultural Benchmarking
James Young, Director, Business Consulting, EMEA, 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.
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Business Relationship Management
Moderator: Alan Woollam, Director, Xperience Associates
Saving just one key client can often justify your entire annual investment in customer loyalty. This roundtable addresses how to take your business relationships to the next level to mitigate risk and capture new opportunities. In this intimate, moderated session, you’ll discover and share with other Net Promoter users how best to build loyalty within business-to-business relationships. Come share your stories and engage in lively discussion!
This session is designed for experienced practitioners. Seating is limited.
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15.40 - 16.30
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Using NPS to Drive Global Customer Focus
Andrew Clayton, Vice President and Operations Director, Allianz Insurance, UK
Hear how one of the world's largest insurance and financial services companies has made Net Promoter a key component of its customer focus journey. Allianz has been a pioneer in the application of NPS within both business-to-business and business-to-consumer operations. Andrew will discuss the linkage between NPS and growth and how NPS feedback can be used to deliver tangible improvement opportunities in customer experience as well as acting as a catalyst for driving behavioural change amongst front line employees.
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| 16.30 - 18.00 |
Networking Reception |
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| Thursday 1 May, 2008 |
08.00 - 08.30 |
Registration & Networking Breakfast |
| 08.30 - 09.15 |
Investing in Community and NPS to Drive Customer 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 indentifying promoters and detractors and using customer feedback to stay close to its community. Also hear how the company has applied Net Promoter concepts globally to unique market dynamics of eBay buyers and sellers.
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09.15 - 10.00
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Understanding Customer Value to Drive Growth
Dr. Laura Brooks, 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.
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10.00 - 10.50
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Back to the Future: Driving Growth in One of London’s Oldest Industries
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. Join Peter Harmer as he describes how the world’s largest insurance brokerage firm is leveraging NPS to drive future growth by deepening relationships with its customers, and taking advantage of the power of customer recommendations.
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10.50 - 11.10
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Break |
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Operationalising
NPS |
Programme Design |
Moderated Roundtables |
Transforming Employee Behavior: An Integrated View of Loyalty
Aleksandra Alfonso,
Senior Global Manager, Customer Experience Programs,
Symantec
An early adopter of NPS, Symantec has successfully used Net Promoter for several years to track customer experience and drive product and service improvements across one of the world’s largest software companies. Aisling will explain how Symantec has achieved global adoption of NPS through employee training, recognition programs, and a broad champion network to lead customer-focused changes. She will also discuss the latest chapter in their journey, linking together employee loyalty and compensation to instill customer-centered behaviour at all levels.
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Shedding Light on Customer Delight: Moving from Satisfaction to NPS
Glenn Jones, Chief Marketing Officer,
HiFX
With over 30,000 individual foreign exchange clients, HiFX thought they had a good grasp of the needs and priorities of their customers. But the metric they used to measure satisfaction wasn’t telling them everything they needed to know. Find out how HiFX used Net Promoter to gain new insights into areas of their operations that needed improvement to drive better customer experiences: redefining back-of-house processes, re-engineering their sales qualification process, and improving their customer relationship development.
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Measuring What Matters (Repeat)
Henry Jones, Managing Director, UK, 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.
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Word of Mouth
Moderator: Dr. Paul Marsden, Director, Clickadvisor.com
In July, 2007, Sprint “fired” about 1,000 of its customers. Do you think this was a good decision or not? How do you think it impacts word of mouth? In this intimate, moderated session, you’ll have the opportunity to share and find out from other conference delegates the dramatic impact word of mouth can have on your Net Promoter program. Join us to create our own word-of-mouth around this topic!
This session is designed for experienced practitioners. Seating is limited.
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| 12.00 - 13.20 |
Lunch |
TRACKS
13.20 - 14.10 |
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Operationalising NPS |
Programme Design |
Moderated Roundtables |
Delighting Employees, Business Partners, and Customers with a Personal Touch
Malcolm Hingley,
Sales Director,
Travel Counsellors
Travel Counsellors is shaking up the travel business with Net Promoter scores near 80%, far exceeding benchmarks for most retail travel agencies. Hear their unique recipe for success, built on personal communication and emotional engagement between employees, their network of over 900 work-from-home travel counsellors, and customers. Net Promoter serves a the key metric for measuring customer success, supported by training and daily Internet broadcasts that reinforce the “golden habits” of customer service and relationship-building to delight the customer and drive repeat business and referrals.
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Client Retention in a World Devoid of Annuity Revenue
Tony Armour, UK Sales Director, BearingPoint
What does “client retention” mean to a pure-play consulting firm with little or no annuity revenue streams? How do you ensure clients do repeat business with you? Tony will discuss how BearingPoint uses Net Promoter to support its account relationship programme and long-term client loyalty objectives. In addition to supporting operational account response and growth opportunities, the broader focus on customer loyalty has enabled BearingPoint to retain more than 90% of its business clients around the world.
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Competitive and Cross-Cultural Benchmarking (Repeat)
James Young,
Director, Business Consulting, EMEA, 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.
|
Business Relationship Management
Moderator: Alan Woollam, Director, Xperience Associates,
Saving just one key client can often justify your entire annual investment in customer loyalty. This roundtable addresses how to take your business relationships to the next level to mitigate risk and capture new opportunities. In this intimate, moderated session, you’ll discover and share with other Net Promoter users how best to build loyalty within business-to-business relationships. Come share your stories and engage in lively discussion!
This session is designed for experienced practitioners. Seating is limited.
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| 14.10 - 14.30 |
Break |
TRACKS
14.30 - 15.20 |
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Operationalising NPS |
Programme Design |
Moderated Roundtables |
The Insider’s View: What Your Employees Have to Say about Recommending You
Christian Birck,
Head of Branding,
Holcim
Having successfully implemented the customer NPS for strategic decisions, Holcim is now taking a look in the mirror at its employee base of nearly 100,000 people around the world. Find out how this global provider of construction materials is using NPS with employees to understand their likelihood of recommending the company as an employer as well as their perspective on the company’s products and services. As a pioneer in this application of Net Promoter, Christian will share their learnings to-date, covering topics such as the correlation with other typical HR indices (e.g. employee engagement), differences between cultures, and the degree to which company values are understood and exhibited by employees in their day-to-day business interactions.
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Using NPS and Lean to Listen, Act, and Grow
Simon Smith,
Director, Customer Growth - EMEA, GE Money Bank
How can you distinguish between great business process and great customer experience? Simon will discuss how NPS and Lean come together for the customer, integrating the best of marketing, customer service, HR and operations to solve this dilemma. This powerful combination has helped GE Money Bank listen effectively to the voice of the customer, act on improvements in customer experience, and drive rapid growth across key markets in Europe. But they are not done yet. The ultimate goal is to achieve a cultural transformation through leadership development and service innovation.
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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. Learn how to integrate Net Promoter into the workflow of all employees - from sales, service, marketing and products. The results allow companies to build immediate value by improving relationships one customer at a time, and sustain these gains by addressing structural issues that affect the ability to deliver on customer expectations.
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Word of Mouth
Moderator: Dr. Paul Marsden, Director, Clickadvisor.com
In July, 2007, Sprint “fired” about 1,000 of its customers. Do you think this was a good decision or not? How do you think it impacts word of mouth? In this intimate, moderated session, you’ll have the opportunity to share and find out from other conference delegates the dramatic impact word of mouth can have on your Net Promoter program. Join us to create our own word-of-mouth around this topic!
This session is designed for experienced practitioners. Seating is limited.
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| 15.30 - 16.25 |
A Fresh Perspective: How NPS Has Shaken Up the Status Quo and Delivered Results Q&A with
Fred Reichheld, Author, The Ultimate Question, and Bain & Company Fellow
Join us for a conversation and Q&A session with Fred Reichheld, author of The Ultimate Question. The Economist has called Reichheld “the high priest” of loyalty, and Consulting Magazine includes him on its list of the world’s top 25 consultants. In this interactive session, Fred will discuss the fundamental differences between Net Promoter and traditional research approaches. Why does NPS appeal so much to operating managers? And why has it threatened many market researchers and satisfaction vendors? Don’t miss this unique opportunity to hear from the creator of NPS first-hand.
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| 16.25 - 16.30 |
Closing Remarks |
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