Agenda – 17 June, Thursday


9:15 - 10:00 - BREAKTHROUGH EXPERIENCES: EXPECT THE UNEXPECTED
Richard Owen, co-Author, Answering the Ultimate Question, and CEO, Satmetrix
Many companies are able to master the process of operational improvement using Net Promoter, but far fewer take the next step to create breakthrough loyalty improvements. For those that do, the benefits include dramatic increases in positive word-of-mouth and magnetic growth in new business. How do companies transcend the incremental mindset?—by seeking untapped opportunities to exceed the customer's expectations. Richard will explore the theory that underpins customer expectations with examples from European loyalty leaders who have successfully broken away from the pack.

10:45 - 11:15 - ACCELERATING THE CUSTOMER'S DELIGHT
Gary Lubner, CEO, Belron^®
As the world's leading vehicle glass repair and replacement company, Belron^®, operating as Autoglass^®, Carglass^® and Safelite AutoGlass^® (amongst others) and its nearly 25,000 employees, serve more than 10.6 million customers each year – an average of one customer every three seconds. With Net Promoter programmes rolled out across 20 countries, they have a lot of feedback to help them determine how to keep customers delighted. Belron^® CEO, Gary Lubner, will discuss how the company focuses on service excellence through its Customer Delight Acceleration Programme. Belron^® uses an integrated approach that combines Net Promoter feedback with employee training on the emotional aspects of customer interaction, internal recognition programmes for outstanding NPS performance, and a fresh lens on "service recovery" that aims to turn even potential Detractors into Promoters.

TRACK: B2C
11:15 - 12:00 - DELIGHTING YOUR CUSTOMER TO SET YOU APART: DELL’S SUCCESSFUL STRATEGIC PLAN
Gary Fox, Global Director of Customer Experience, Dell
Dell is committed to listening to its customers, and to using that insight to make technology simpler, and to create innovative solutions that deliver reliable, long-term value. At Dell, technology has always been about enabling human potential. Now we are transforming ourselves to deliver technology that works harder for our customers and makes it simpler to use and more accessible to people and organizations around the world. As the Global Director of Customer Experience, Gary Fox is keenly poised to tell the Dell story and the company’s focus on delighting customers at every interaction and measuring the impact of the customer experience using Net Promoter. After a 2008 Benchmark Report showed how Dell stacked up to the competition, the leadership team decided to take action. With the necessary executive support in place, hear how Dell developed strategic programs to address customer concerns, to do the right thing for the customer, and how harnessing the simplicity of NPS helps make the emotional connection for our team members as they become Brand Ambassadors. Learn about the innovative ways Dell is working with customers to help them get the most from their products, and how customers can share their experiences with other Dell prospective buyers. Gary will also discuss the decision to focus on specific key areas of the business and the great successes they're experiencing as a result.

TRACK: B2B
11:15 - 12:00 - A MARKET LEADER'S PLANS TO STAY ON TOP: USING NPS TO IDENTIFYING GROWTH OPPORTUNITIES AND CHANGE DRIVERS
Bettina Schmidt-Smylla, Head Market Development + Marketing, and Alexandra Krämer, Marketing Support, Bühler AG
Active in over 140 countries with 7,700 employees worldwide, Buhler is the global specialist and technology partner in the supply of plants and services for processing grain and food as well as for manufacturing advanced materials. Bettina and Alexandra will illustrate how the company is focused on strengthening its leading market position in developed regions like Europe and North America while countering ever-growing threats such as increased price competition from operations in emerging markets like Asia and South America. How does Buhler plan to stay on top? By complementing it's 'best in class' machines, plants and services with a world-class customer experience programme, backed by a strong Net Promoter Programme. Follow their journey that began in 2008, in their Grain Processing and North America division, to the 2009 project roll-out in Europe, through this year's expansion to India and South America. Hear how NPS has helped identify what matters most to Buhler's customers, and how it's revealed new opportunities to deliver customer delight, and corporate growth, by expanding customer relationships.

TRACK: Best Practices
11:15 - 12:00 - BUILDING THE FOUNDATION FOR A NET PROMOTER PROGRAMME
Frank McCusker, Director, Client Management, EMEA, Satmetrix
By now you know that implementing Net Promoter involves much more than simply measuring your score. It's really about action – what your organisation does to improve the score by acting on customer feedback, making improvements, and driving business performance. Whether your company is B2B or B2C, mastering a few key programme fundamentals will help you succeed. This session will address critical programme elements, such as survey design, sample strategy, and closed-loop processes, which affect your ability to act on trustworthy customer feedback.TRACK: Creating Delight (B2C)

1:15 - 2:00 - MAKING "HAPPY" HAPPEN FOR YOUR CUSTOMERS
Tim Kaner, Founder, Kancha Consulting, and Former Director, Marketing Strategy Office, Sony Europe
Wanting your customers to be happy with the products and services you offer is common sense. Knowing how to make that happen is another thing altogether, especially when you're competing in a category where successful marketing is as much about the emotions created by the entire experience, as it is about the quality of the products themselves.

Sony knows that having a great product isn't enough. No matter how good the technology, the entire experience has to be superior in order to convince the customer to come back for more. The first step is to listen and try to understand customer expectations. What makes a real difference is taking action. Tim Kaner will talk about how insight from NPS has helped Sony focus on what makes the difference to customers at the front-line. He will also discuss Sony's efforts to align employee satisfaction and customer satisfaction, including the need to build understanding of how NPS data links to what employees are doing every day in ways that are meaningful for them, and encourage successful, practical actions as well as creative thinking.

TRACK: Creating Delight (B2B)
1:15 - 2:00 - CREATING CUSTOMER DELIGHT AND HOW TO SUSTAIN IT
Alan Harrison, Global Lean Champion, The Weir Group PLC
Weir's products are likely involved at some point in almost any industrial process. With over 60 operations world-wide, The Weir Group provides products and services to support a myriad of industries in mining, power generation, and oil and gas. A year ago, Weir looked into implementing an NPS programme, and with the enthusiastic support of their senior management, rolled out pilots in six service and manufacturing operations. They are now rolling out the Customer Experience programme, based on NPS and well established Lean improvement processes, across all their operations. From the beginning, Weir focused on responsiveness (how quickly they follow up with customers), and even more importantly, the quality of that response. Alan Harrison will engage the audience to together explore key ingredients and benefits of a successful and sustained improvement of Customer Experience, including how to set and sustain the right mind-set, and pitfalls of a 'statistics only' focus - for example, how using "average" as a category can hide new opportunities to reach more customers who are actually dissatisfied.

TRACK: Best Practices
1:15 - 2:00 - NPS AND EMPLOYEE ENGAGEMENT: A JOURNEY TO IMPROVED BUSINESS PROCESSES, COST REDUCTIONS, AND HIGHER EMPLOYEE ADVOCACY
Crispin Manners, Director, Kaizo and CEO and Founder, ONVA and Elizabeth Harraway, Vice President, Corporate Affairs & Global Employee Communications, Travelport
Travelport’s GDS (Global Distribution System) is one of the world’s leading providers of transaction processing services to the travel industry, with approximately 3000 employees. They have operations in over 160 countries around the world, and process 65 million searches and 1. 5 billion messages per day.

In 2007 it acquired Worldspan and merged it with its existing GDS – Galileo, resulting in reogranisations and a workforce that felt anxious about the future. Challenged with helping to create an environment where employees would embrace future changes positively, Crispin and his team, using NPS, developed a three-step employee engagement programme that resulted in a world-class leap in employee advocacy. Hear details about the expert advice given and learn about the systematic approach taken to create a programme that Eizabeth Harraway says is "helping us to unlock the potential of our workforce to enable the business to achieve its ambitious goals."

TRACK: Creating Delight (B2C)
2:15 - 3:00 - GETTING THE RIGHT MESSAGE FROM THE WRONG DIRECTION
Arti Ots, Marketing Director, Elion
Elion, the leading telecommunications and IT provider in Estonia, hoped to shake off its legacy as a large monopoly company by adopting a strategy focused around customer service in 2002. But regular satisfaction indexes only provided anonymous feedback, giving Elion no way to close the loop with dissatisfied customers. So the company embraced NPS in 2006 and made it a top goal, getting every front-line employee on board, in part by utilizing the sometimes controversial practice of tying compensation to Net Promoter scores from the program/s inception – one month's salary as a bonus for each employee if the score moved 10 points in one year. What happened? Their scores went down.

How did Elion move ahead? Arti Ots will discuss the importance of integrating feedback operationally into every process, engaging cross-functional teams, breaking down the resistance to implementing a program, and the challenges involved in changing the mindset of long-term employees who assumed that customers weren't knowledgeable enough for their voices to matter.

TRACK: Creating Delight (B2B)
2:15 - 3:00 -NPS AS A NAVIGATIONAL TOOL - FROM IMPROVING CUSTOMER COMMUNICATION TO PLOTTING GLOBAL STRATEGIC INITIATIVES
Gert H.N. Laursen, Head of Customer Intelligence, Centre Marketing Maersk Line
Maersk Line, the largest container shipping company in the world, serves customers across the globe with a fleet comprised of more than 500 vessels. Their mission, to offer second-to-none transportation solutions, requires that they truly understand their clients' needs while continuously reducing costs and increasing efficiency. But as an asset-heavy industry in the current economy, shipping has been buffeted by overcapacity and falling rates, leading to increased competition.

Gert Laursen will discuss how Maersk Line uses NPS in a variety of capacities – as an overall KPI for more than 30, 000 managers; as a dialogue tool between sales people and customers; and as a way to share creative solutions across a decentralized organization. But perhaps most significantly, after determining that every uptick in NPS translates to 7% more cargo being shipped, Maersk uses NPS as a way to improve internal systems and processes centrally and help identify and drive strategic initiatives across 52 global business units.

TRACK: Best Practices
2:15 - 3:00 -MAKING CUSTOMER FEEDBACK ACTIONABLE
Naomi Kasolowsky, Sr. Director, Business Consulting, EMEA, Satmetrix
Timely and insightful customer feedback is critical for any successful Net Promoter program. It enables your company take action to improve customer experience in a measurable and profitable way. Insightful segmentation, root cause analysis, loyalty driver analysis – these are the disciplines that really help you focus on the right actions that improve the customer experience. Naomi will share insights about continuous improvements, action planning, and financial linkage.

3:30 - 4:15 - MINING FOR GOLD: USING NPS® TO ACTIVATE SALES GROWTH AND INVESTMENT RETURNS
Christophe De Vusser, Partner, Bain & Company
What do investors, management teams, and front line sales people have in common?...the customer. This shared point of reference is particularly important for private equity investors, who are increasingly using Net Promoter to measure company performance and gain alignment on growth strategies and investment decisions. Christophe will explain how sales and management teams can accelerate sales and financial returns by focusing on the right "activation levers" for strategic segments.

4:15 - 5:00 - DEFINE DELIGHT - THEN GET IT RIGHT
Shaun Smith, Founder, Smith+co and author of Managing the Customer Experience - Turning Customers Into Advocates and Simon Groves, Head of Customer Experience and Strategy, Marketing, O2 UK
Before you can create a delightful customer experience, it's critical to have the right process in place – a process that defines your organization's brand; brings the value of your brand to your customer; aligns your people around the process; and allows you to measure your results .Hear how O2, a leading telecommunications company with more customers than any other UK mobile network, has done just that!

Shaun Smith, one of the leading experts in customer experience management, will define the key steps involved in delivering a delightful customer experience. Along with Simon Groves, Head of Customer Experience and Strategy, Marketing for O2, the two will show what companies can do to differentiate their brand through customer experience and turn happy customers into loyal advocates along the way.


Agenda – 18 June, Friday

9:00 - 9:45 - THE PROOF IS IN THE PROGRAMME: INCREMENTAL STEPS TO SUCCESS
Marc Berendes, Head of Enterprise Solutions, Area Europe, Abbott Diagnostics Division, Abbott Diagnostics
A global leader in in vitro diagnostics, Abbott Diagnostics works to transform the practice of medical diagnosis from art to science, benefitting more than 69,000 institutional customers in over 100 countries. With a company culture that was originally very internally focused, Abbott Diagnostics' NPS journey wasn't guaranteed to succeed. In spite of the odds, the pilot Net Promoter programme they started two years ago in Germany and the UK is going global, and has now been rolled out to 36 countries.

Luc Ruysen, Divisional Vice President for Europe, will discuss some of the challenges Abbott Diagnostics faced, not only when implementing the programme but also during restructuring efforts. Luc will illustrate how these challenges have been addressed through a variety of initiatives, including: recognizing the importance of targeted communications; assigning NPS coordinators in each country who can convey what drives NPS in a particular region; aligning goals to NPS scores for senior management; and gaining buy-in from internal detractors by involving multiple departments, creating a task force, and sharing some surprising insights from customers that allowed them to increase their product quality score.


9:45 - 10:30 - PRIDE OR MONEY? MOTIVATING EMPLOYEES TO DELIGHT THE CUSTOMER
Deborah Eastman, Chief Marketing Officer, Satmetrix
Leaders from all industries have embraced Net Promoter as a way to focus the organization on the customer. But how do you create a sense of organizational pride that motivates employees to deliver customer delight? Deborah Eastman will explore how companies develop a customer centric culture from the grass roots and evaluate the pros and cons of linking NPS to compensation. Hear directly from frontline managers how they translate the leadership vision into organizational action and how employee pride delivered WOW moments for their customers.

TRACK: Relationship Management
11:45 - 11:45 - DEFINING YOUR ADDED VALUE - MOVING FROM SATISFACTION TO LOYALTY
Gerlof Toenhake, CRM Director, Ball Packaging Europe
As one of Europe's leading beverage can manufacturers, you might think of Ball Packaging Europe as another high-volume, low margin commodity producer. But that's not the vision the company has for itself. In an industry where customers are extremely focused on price, how does Ball distinguish itself from the competition and position the organization to provide a full range of services, while increasing margins in a sustainable way?

In 2009, Ball Packaging Europe started their VIP Programme (Value Improvement Relationship) as part of their CRM programme, based on NPS. By using data to get at what your customers really need, Gerlof Toenhake will show that refining and sometimes even decreasing the choices you offer your customers can actually be a way of expanding client relationships, changing the way your customers view you and provide access to new segments of business. Gerlof will discuss how Ball Packaging is managing their data, engaging their employees, focusing on the voice of the customer and qualifying customer needs for on-target product and service delivery, all in an effort to add value and move their customer relationships from satisfaction to loyalty.

TRACK: Contact Centres
11:00 - 11:45 - TAKE THIS RULE – AND BREAK IT! ENCOURAGING A CREATIVE APPROACH TO PROBLEM-SOLVING IN CALL CENTRE
Ruth Bennour, EU CS Customer Loyalty Manager and EU CS Service Development, eBay International AG
With its unusual business model and legions of fans, you might assume that eBay would already be an expert at delighting customers. But sometimes a company's best intentions can get in the way. While eBay's entire culture has become focused on customer-centricity, there were so many policies in place to address "caller detractors" that employees felt no ownership in solving a customer's problems or obtaining a positive resolution. Once employees were empowered to "break the rules" and view calls from customers as opportunities as opposed to problems, a huge shift took place in employee engagement as well as in eBay's resolution numbers. Hear from Ruth Bennour as she discusses some of the ways eBay has moved beyond employee engagement to employee empowerment, and what they've learned in the process.

TRACK: Best Practices
11:00 - 11:45 - FRIEND ME! BEST PRACTICES FOR HARNESSING THE POWER OF SOCIAL MEDIA
Dr. Nils Andres, CEO, Brand Science Institute and Dr. Torsten Wingenter, Global Coordination Social Media Marketing, Lufthansa German Airlines
How have small companies been successful at capturing the power of social media and weaving it into the fabric of their organizations, while so many larger companies either fear it or "fumble" their response? Without a well-designed plan and the appropriate techniques in place, it's true that eWOM and offline conversations can spiral away from you. Come away from this session with a roadmap that will help you embrace this brave new world, and learn what you should be doing, as well as what not to do. With a PhD in Marketing and in Psychology, Nils' work as both a researcher and academic gives him rare insight into how best to use social media as a strategic channel for consumer interactions. With data from a recent study, he will discuss some of the challenges shared by many large organisations, including program ownership, budget allocation, and working around internal structures that may inhibit the handling of consumer interactions. In conversation with Torsten Wingenter from Lufthansa, Nils will share examples of how some of the world's largest organisations are getting it right.

TRACK: Relationship Management
12:00 - 12:45 - WHAT YOU ASK DETERMINES WHAT YOU HEAR – Putting Yourself in Your Customer’s Shoes
Steve Hewson, Managing Director, Operations Division, Colt
As Europe's leading information delivery platform, Colt enables its customers to share, process and store their vital business information. Like most businesses, Colt have had a customer satisfaction programme in place for a number of years. While almost every organisation claims to value client feedback, Colt have realised that an organisation's ability to deliver results based on that feedback is truly hampered unless they have the processes and systems in place to ensure that customer satisfaction is inherent in their corporate genetic makeup.

Driven by the desire to put the customer at the heart of everything Colt does, a decision was taken to embark on a cultural transformation resulting in a new brand, new values and a new customer proposition. Now, the customer has become the heartbeat and driver for everything Colt does. Customer feedback measures such as NPS are a key part of the compensation plan for all employees and is behind a roadmap of more than twenty initiatives centered on improving customer satisfaction. Steve Hewson will discuss some of the insights Colt has gained in designing their programme, including deciphering and refining the art of communication; how trust drives their customers’ investment decisions; and the importance of having tangibles in place that show customers that satisfaction is intrinsic to everything your organization does.

TRACK: Contact Centres
12:00 - 12:45 - ENSURING YOUR CONTACT CENTRE IS CENTRED AROUND CUSTOMERS
Robyn Weeda Stephenson, Director, Program Management Office, Worldwide Support and Customer Experience, Symantec
Symantec has a winner in their Norton family of antivirus, anti-spyware and phishing protection products – their NPS has improved three times in the last two years and positive product reviews have increased. You've got a great product that people love. Are you done? Of course not! Hear Robyn share how Symantec changed contacting the customer support centre from a negative experience to a positive one. By turning around a common tenet of customer support – that success is defined by lowering the average handle time – Symantec put customers ahead of costs and instead defined success by first contact resolution. How does the support team achieve this? Some of their strategies include listening more carefully to identify customers' key pain points; establishing a proactive resolution process; bringing in a third party to evaluate front line employees' knowledge of the product, their communication skills and their ability to de-escalate issues; making technical support free and available; and offering Symantec customers a variety of support options, including "chat" and "log me in" technologies.

TRACK: Best Practices
12:00 - 12:45 - MAKING CUSTOMER FEEDBACK ACTIONABLE
Naomi Kasolowsky, Sr. Director, Business Consulting, EMEA, Satmetrix
Timely and insightful customer feedback is critical for any successful Net Promoter program. It enables your company take action to improve customer experience in a measurable and profitable way. Insightful segmentation, root cause analysis, loyalty driver analysis – these are the disciplines that really help you focus on the right actions that improve the customer experience. Naomi will share insights about continuous improvements, action planning, and financial linkage.

2:00-2:45 - THE SECRET TO CREATING PROMOTERS—ECONOMICAL DELIGHT
Fred Reichheld, author of The Ultimate Question
Call it what you like: "frugal wow," "memorable touches," "intelligent kindness" – these are the little things that companies do to create positive surprises that build customer loyalty. Join Fred Reichheld as he shares recent research for upcoming books. Fred will describe how companies can focus employees on small but impactful innovations in customer experience. What examples do you have of companies going out of their way to make an experience special? Bring your own stories with you as we explore this largely uncharted source of Promoters for your business.

2:45-3:30 - TRUSTED FRIENDSHIPS: THE PERFECT 10
David Speakman, Chairman, Travel Counsellors
At Travel Counsellors, providing great customer service is a given. The company has taken its network of more than 1,200 home-based travel agents in seven countries to a new level of performance, with Net Promoter Scores exceeding 90%. How do they achieve this? By focusing on a new kind of customer relationship that goes beyond business as we expect it to a new "trusted friendship" with the customer. They reinforce this by focusing on "perfect 10" outcomes, supported by their System of Success that embeds key loyalty-building behaviors into their work on a daily basis. Find out how perfect 10s have generated referral-based growth, making Travel Counsellors the world’s largest home-based travel company.

3:45-4:30 - THE INSIDER'S VIEW OF NET PROMOTER PROGRAMME SUCCESS
Dr. Laura Brooks, Vice President, Research and Business Consulting, Satmetrix, and co-author, Answering the Ultimate Question

For Net Promoter to have an impact on your customers, it must first be taken up by leaders within your company as a useful approach for making positive change. What does this "inside" view look like in companies whose Net Promoter programmes are most mature? Laura will describe the most important indicators of organizational success using Net Promoter, based on results of the Net Promoter® 360 diagnostic questionnaire developed by Satmetrix and Bain & Company.