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Agenda – 4 June, Thursday
9.15 - 10.00 - Answering the Ultimate Question in 10 Points: Motivating Lessons of Success, Cautionary Tales of Disappointment
Richard Owen, CEO, Satmetrix, and co-author, Answering the Ultimate Question
Richard Owen boils down six years of research and case studies into the top 10 lessons you will want to take with you into any Net Promoter program. With so much pressure on programs, budgets and outcomes, you can't afford to reinvent the wheel. Companies who showcase success over the next five years will build on the lessons of others. Drawing from case studies in his newly released book, Richard highlights the factors that really make a difference - and shows you examples of how leaders have used them to success. Perhaps even more valuable, however, are the off-the-record conversations about errors, failures and pitfalls to avoid. Don't miss this opportunity to get a clearer view of Net Promoter in practice.
10.00 - 10.45 - Delivering Customer Delight Whilst Scaling Costs: Making it Reality
Chris Askew, Senior Vice President, World Wide Services, Lenovo
Chris Askew outlines the approach Lenovo has taken to instill Customer Delight across the company, moving beyond the common industry gravitation towards "satisfaction." He will describe the unprecedented results delivered in customer experience whilst at the same time dramatically scaling costs. Chris will outline the intellectual leadership principles through to the practical implementation initiatives that have led Lenovo to achieve success with the potentially opposing forces of Delight and Cost Scaling.
11.00 - 11.45 - Slashing Costs with Customer Loyalty
Fred Reichheld, Author, The Ultimate Question, and Bain & Company Fellow
In today's economy, companies must find ways to cut costs. Sales, marketing, and service budgets are under extreme pressure as companies look to squeeze greater efficiency out of every business process. Fred Reichheld will demonstrate that one of the best (and often overlooked) ways to cut costs is to improve customer loyalty. This will shift your business mix toward customers that come in by referral and recommendation, leaving less need for expensive sales commissions and acquisition-oriented marketing campaigns. Fred also will explain how NPS can serve as a tool for making this shift practical and manageable.
TRACK: Embracing Your Customers
13.00 - 13.45 - Investing in the Virtuous Cycle of Promoter Feedback
Suhail Khan, Vice President, Customer Experience, Philips International
The squeaky wheel usually gets the grease, which is why most companies focus first on detractors. But how can you leverage Promoters in a formal way? Suhail will explain how Philips is rallying the company around the cause of increasing focus on Promoters. The voice of promoters can be a powerful tool to motivate employees and customers, reinforcing the strengths of your brand and creating a virtuous cycle of organizational learning and storytelling.
TRACK: NPS® Across Borders
13.00 - 13.45 - Engaging Local Teams in Grassroots Improvement Efforts
Mathias Rytz, Vice President, Innovation and Growth, Swiss Reinsurance Company
One of the most critical connections to make in any Net Promoter program is to ensure that front-line teams are engaged in the process. This challenge is particularly important in business-to-business settings where multiple individuals and teams interact on both sides of the relationship. Mathias will share two real-life improvement examples, highlighting what made these teams successful while some others failed.How did analysis reveal the problem? What was the reaction of the local team? And how did this translate into measurable improvements?
TRACK: Improving the Customer Experience Across Your Business
13.00 - 13.45 - Improving the Customer Experience in Service and Support Using the Customer Journey Approach (also offered on Day Two)
James Young, Director, Business Consulting, Satmetrix
The customer experience that Service and Support organisations provide can have a tremendous impact on your Net Promoter Score and therefore financial performance; the delivered experience can rapidly create Promoters or Detractors literally overnight. In this session, learn from Satmetrix how the best customer care organisations using the Customer Journey approach are reducing churn, improving operational efficiencies, driving faster cross-functional resolution, and ultimately increasing NPS for their organisations. By optimising Net Promoter in the service and support organisation, customer feedback is driving product development, validating investment decisions, and impacting resource allocation.
TRACK: Embracing Your Customers
14.00 - 14.45 - Using the Power of Customer Follow-up to Reduce Churn and Improve Customer Value
Federico Cesconi, Director of Business Intelligence, Cablecom Gmbh
Each customer’s experience is important. But how do you demonstrate this is a high-volume consumer business? Federico will describe how Cablecom, the largest cable network operator in Switzerland, has used the power of customer follow-up to connect personally with detractors, solve problems effectively, and ultimately reduce churn. He will also explain how the company models customer lifetime value (CLV), linking NPS with business value, and justifying the investment in front line follow-up to improve the bottom line.
TRACK: NPS® Across Borders
15.00 - 15.45 - You Don’t Fatten the Pig by Weighing It: Creating an Integrated NPS Strategy
Oliver White, Director, Customer and Innovation, Aviva
When Aviva set out to implement NPS in 2005, a corporate mandate filtered into 25 different countries and 16 different research agencies. Oliver will share how the company has connected these individual efforts, creating global consistency in their Net Promoter approach and focusing employees on customer experience improvement rather than just the Net Promoter Score.
TRACK: Improving the Customer Experience Across Your Business
14.00 - 14.45 - Improving the Customer Experience in B2B Relationships (also offered on Day Two)
Frank McCusker, Director, Client Management EMEA, Satmetrix
Retaining and growing existing customers is critical for B2B companies, where revenue is concentrated in your most critical accounts. With that reality in mind, companies are building strategic initiatives to ensure an exceptional customer experience, using a Net Promoter programme to collect, distribute, and take action on customer feedback. In this session, learn best practices from Satmetrix on how your company can integrate customer feedback into your account management processes to improve relationships with decision makers and influencers, find incremental revenue opportunities, and identify accounts at risk in time to change the outcome.
TRACK: Embracing Your Customers
15.00 - 15.45 - How Customer Emotions Can Drive and Destroy Your Net Promoter Score
Colin Shaw, Founder and CEO, Beyond Philosophy, and author, The DNA of Customer Experience
Following two years of research with London Business School, Beyond Philosophy have discovered four clusters of emotions that drive and destroy value (including NPS). Colin will reveal the findings of this ground breaking research that culminated in his last book, The DNA of Customer Experience: How Emotions Drive Value. Colin will also reveal how all organizations have an Emotional Signature® and the massive effect of the subconscious experience.
TRACK: NPS® Across Borders
15.00 - 15.45 - Making Results Real in Multiple Countries, Cultures, and Languages
Joanna Couture, Director, Sales Effectiveness UK&I & EMEA and Nic Seller, Client Loyalty Programme Manager EMEA and UK&I, Experian
Deploying a successful NPS program presents a healthy challenge to any organization. Add in deployment across multiple countries and the challenge becomes even more complex. Cultural differences exist in not only your client base, but within your internal audience as well. Joanna and Nic will share with you the approach they've taken for their multi-cultural program, which includes interpreting cultural differentiation for region and country leaders whilst promoting action and improvement across the business.
TRACK: Improving the Customer Experience Across Your Business
15.00 - 15.45 - Using Technology to Enable Feedback, Learning, and Action (also offered on Day Two)
Paul Turner, Account Executive, Satmetrix
Net Promoter is about action, and what your organisation is doing to improve your score. How does your company collect, analyse, and distribute customer data to your employees? Do you have the right technology infrastructure to support your needs? To achieve results, your technology infrastructure should support the real-time nature of customer information and maintain a centralised data repository of customer feedback over time, across touch points, allowing you to better understand what’s driving loyalty and dissatisfaction. The right technology infrastructure will continuously capture the voice of the customer, allow access to real-time data, provide flexible analytics, and distribute relevant information to your employees in ways that drive action. This session will provide helpful insights on evaluating how technology can help your organisation achieve Net Promoter success.
16.00 - 16.45 - Creating a Customer-Centric Culture to Accelerate Growth
Isabelle Conner, Global Head of Marketing, ING
As a leading global consumer brand, ING has relationships with over 85 million people around the world. How does this massive network of families, friends, and colleagues influence the future of the company? Learn how this financial services leader is responding to the current crisis by investing in a culture of customer excellence, making it easier to do business with the company, and using NPS to track progress.
16.45 – 17.30 - Using Customer Advocacy to Turn the Ship
Guy Warren, Executive Vice President and General Manager, Misys Banking
Guy Warren will describe how Misys has used customer focus and NPS in a major turnaround, starting in 2007 from a point of financial crisis, change of ownership and a new senior management team. The company has made numerous customer experience improvements ranging from enhanced service for top accounts to product quality improvements, resulting in an increase in NPS of over 10 points in the first year. By staying focused on the customer, Misys has returned to strong growth and improved profitability whilst restoring its products to a leadership position in their given market segments.
Agenda – 5 June, Friday
9.00 - 90.45 - Putting the Customer at the Heart of Our Business
Neil Berkett, CEO, Virgin Media
How do you motivate excellence across thousands of employees and millions of customer interactions? Virgin Media CEO, Neil Berkett, shares his perspective on using NPS to enable everyone at Virgin Media to see the impact of their own, individual interactions and decisions for each customer. By transforming the company into one that is continuously led and informed by the voice of the customer, Virgin Media has seen a jump in NPS of more than 20 points in just 18 months.
9.45 - 10.30 - Powering Market Share Gains in a Downturn
Rob Markey, Head of Customer Strategy and Marketing Practice, Bain & Company
Downturns bring opportunities for big shifts in market share. Some companies seem to benefit from downturns, while others suffer. What distinguishes the ones who gain share from the companies that don't? How do the winners do it? Are there common traps we can avoid? Rob will describe how your company can use NPS to help identify the right customers to target in a soft economy. Companies that focus effectively on their customer “sweet spot” gain market share during downturns at the expense of competitors, positioning themselves for improved performance and market position during recoveries.
TRACK: Getting Your Customers Talking
10.45 - 11.30 - Nurturing Promoters to Accelerate Sales and Referrals
Giorgio Cavalieri, Director of Customer Experience,and Roberta Gianello, Customer Experience Analyst, Fiat Group Automobiles
Hear how Fiat is using NPS to improve sales and marketing effectiveness, and innovate beyond traditional advertising promotions. By segmenting promoters, passives, and detractors that inquire about Fiat products, the company is able to focus its follow up communications and efforts on promoters, who are six times most likely to buy than detractors. The company is also testing new ways to stimulate referrals among Fiat brand enthusiasts, to drive long-term growth.
TRACK: Track: NPS® Across Functions
10.45 - 11.30 - Building Stronger and More Efficient Client Relationships, One Customer at A Time
Marc Anné, Vice President, Customer Insight & Advocacy, Orange Business Services
Orange Business Services, one of the world leaders in providing global telecommunication services to multinational companies, has set out a strategy to build exceptional customer loyalty. Marc Anné will share learnings from the company’s “Outstanding Customer Experience” approach , which was born of this strategy. The company has implemented both customer-specific and structural improvements, including investments in lean and six sigma. At the account level they have also identified a direct link between improvement in NPS and growth in sales pipeline.
TRACK: Improving the Customer Experience Across Your Business
10.45 - 11.30 - Benchmarking Your NPS Performance
Lenna Mariana, Principal Business Consultant, Satmetrix
A common challenge global companies face in analyzing NPS® and other survey results is the influence of local cultural norms on survey responses. Lenna will present Satmetrix’s Cross Cultural Net Promoter Benchmarks report that charts how NPS and other survey responses vary for business buyers in key countries of Europe, the Middle East, and Africa. The report is compiled from a benchmark database of surveys from 28 global B2B companies in five industries: Computer Hardware, Computer Software, Consulting, Telecommunications and Manufacturing. All participants use periodic web-based customer relationship surveys to collect the Net Promoter Score and associated satisfaction metrics. The report is based on survey responses for the time period July 1, 2007 to June 30, 2008.
TRACK: Track: NPS® Across Functions
11.45 - 12.30 - Product Development That Gets the Best of Both Worlds
Stefan Osthaus, Vice President, Customer Experience, Symantec
Should product development compete on leading-edge technology or focus instead on ease-of-use for customers? Symantec proved this to be a false choice with the complete redesign of its industry-leading Norton security software. Hear how the company used customer feedback to guide its design for both top-notch security and great system performance, challenging its engineers to “defy gravity.” The result: a doubling of NPS for the new release of Norton software and 92% positive product reviews.
TRACK: Improving the Customer Experience Across Your Business
11.45 - 12.30 - Improving the Customer Experience in Service and Support Using the Customer Journey Approach (also offered on Day One)
James Young, Director, Business Consulting, Satmetrix
The customer experience that Service and Support organisations provide can have a tremendous impact on your Net Promoter Score and therefore financial performance; the delivered experience can rapidly create Promoters or Detractors literally overnight. In this session, learn from Satmetrix how the best customer care organisations using the Customer Journey approach are reducing churn, improving operational efficiencies, driving faster cross-functional resolution, and ultimately increasing NPS for their organisations. By optimising Net Promoter in the service and support organisation, customer feedback is driving product development, validating investment decisions, and impacting resource allocation.
TRACK: Getting Your Customers Talking
13.30 - 14.15 - The Customer in 3D: Using Real-Time Interaction to Innovate with Customers
Karen Dillon, Deputy Editor, Harvard Business Review
As a leading business magazine, Harvard Business Review had years’ worth of research on its readers. But much of the data was one-dimensional and left the editorial staff wanting more insight into readers’ thoughts, opinions, and preferences on current topics. Karen will explain how HBR has used online interactive feedback to build a three-dimensional view of its readership, and how they have used this asset to make real-time editorial changes. With this approach, HBR has successfully introduced reader-suggested content during the recent economic downturn to deliver a highly targeted publication each month, increasing both reader interaction and newsstand sales.
TRACK: Track: NPS® Across Functions
13.30 - 14.45 - Extending Loyalty to a New Brand: NPS and Acquisitions
Martyn Christian, Director, Demand Programmes, IBM UK & Ireland
When companies are acquired, existing customer relationships are often among the most valuable assets. Martyn Christian will explain how IBM is using lessons learned from its acquisition and integration of FileNet to extend customer loyalty strategies across its broad range of leading information management solutions. How do customers perceive change in the context of acquisitions? And how can organizations create a bridge from past successes to a new and expanded brand?
TRACK: Improving the Customer Experience Across Your Business
13.30 - 14.15 - Improving the Customer Experience in B2B Relationships (also offered on Day One)
Frank McCusker, Director, Client Management EMEA, Satmetrix
Retaining and growing existing customers is critical for B2B companies, where revenue is concentrated in your most critical accounts. With that reality in mind, companies are building strategic initiatives to ensure an exceptional customer experience, using a Net Promoter programme to collect, distribute, and take action on customer feedback. In this session, learn best practices from Satmetrix on how your company can integrate customer feedback into your account management processes to improve relationships with decision makers and influencers, find incremental revenue opportunities, and identify accounts at risk in time to change the outcome.
TRACK: Getting Your Customers Talking
14.30 - 15.15 - Tuning In to the Customer’s Voice: From Listening to Action
Anna-Marie Fielding, Head of Customer Experience and Business Intelligence, Bupa International
As an insurer providing global health plan coverage for expatriates and frequent travelers, Bupa International had only limited data on the opinions of its customers. Just one year ago, the voice of the customer arrived anonymously via a postal survey from only a small portion of the customer base. Anna-Marie will explain how the company has turned this paradigm on its head with Net Promoter, successfully connecting direct customer feedback with the knowledge they have about specific customers and segments. One major finding was the previously-overlooked value of speaking to customers for pre-authorisation. A process that was primarily considered important for the purposes of cost control is now used as an opportunity to create positive interaction with customers, leading to improved perception of value for the money, a more favorable rating when asked how they were treated, and a higher likelihood to recommend Bupa International to friends and colleagues.
TRACK: NPS® Across Functions
14.30 - 15.15 - Building a Loyalty-Based Business Model in Times of Crisis
Andrei Litvinov, Senior Vice President, and Irina V. Chichmeli, Head of Marketing, Life Financial Group (ProBusinessBank Russia)
At a time when financial services companies are under pressure worldwide, hear how one of Russia’s leading banking groups has created a differentiated customer experience to support expansion and growth. Leveraging its heritage of high-touch customer service and the insights gained from its NPS feedback, the company has introduced numerous service innovations to drive customer loyalty and business results.
TRACK: Improving the Customer Experience Across Your Business
14.30 - 15.15 - Using Technology to Enable Feedback, Learning, and Action (also offered on Day One)
Paul Turner, Account Executive, Satmetrix
Net Promoter is about action, and what your organisation is doing to improve your score. How does your company collect, analyse, and distribute customer data to your employees? Do you have the right technology infrastructure to support your needs? To achieve results, your technology infrastructure should support the real-time nature of customer information and maintain a centralised data repository of customer feedback over time, across touch points, allowing you to better understand what’s driving loyalty and dissatisfaction. The right technology infrastructure will continuously capture the voice of the customer, allow access to real-time data, provide flexible analytics, and distribute relevant information to your employees in ways that drive action. This session will provide helpful insights on evaluating how technology can help your organisation achieve Net Promoter success.
15.30 - 16.15 - Driving Customer Focus throughout the Organisation: Q&A Panel
Moderator: Martin Green, Vice President, Satmetrix EMEA
Panelists:
Laura Brooks, Vice President, Research and Consulting, Satmetrix and co-author, Answering the Ultimate Question
Federico Cesconi, Director of Business Intelligence, Cablecom Gmbh
Martyn Christian, Director, Demand Programmes, IBM UK & Ireland
Simon Lyons, Director of Marketing and Communications, Aggreko Plc
How can you encourage customer-focused thinking with employees? Get advice from a panel of experienced NPS practitioners. Martin Green of Satmetrix will moderate this question and answer session with Net Promoter co-developer Dr. Laura Brooks of Satmetrix and business leaders Martyn Christian of IBM, Federico Cesconi of Cablecom, and Simon Lyons of Aggreko, who have several years of experience putting Net Promoter into practice in corporate environments. Panelists will answer key questions raised during conference breakout discussions and also take questions directly from the audience.
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