Agenda – February 1, Monday


9:15 - 10:00 - CUSTOMER EXPERIENCE IN THE NEW DECADE: WHAT WILL THEY THINK OF NEXT?
Richard Owen, co-Author, Answering the Ultimate Question and Satmetrix CEO

Major shifts in industry seem to frequently come from new entrants who redefine the concept of customer experience in ways that existing players overlook. What if your company could figure out a way to provide something the customer doesn’t yet realize they want? Big strategic moves in product, service, and business model delivery can rapidly change customer expectations, industry dynamics, and relative NPS performance. Richard will help you look forward to the next decade of potential advances in customer experience by “looking back” at major innovations that have influenced customer buying patterns in history.

10:00 - 10:45 - ENLIGHTENED PROCESS DESIGN: WHAT YOUR FRONT LINE ALREADY KNOWS
Richard Watts, General Manager, Progressive Corporation

Your front line employees see the impact of process design decisions every day in their customer interactions. But management may not fully understand the costs of their decisions without the right customer feedback metrics and financial data in hand. Richard will describe how NPS can give both the customer—and the front line—a voice in your company’s product and service design choices. At Progressive, this “enlightened” approach to process design has motivated numerous changes to improve the customer’s experience, and the company’s bottom line results.

11:15 - 12:00 - A POSITIVE DISRUPTION – THE CALL TO CHANGE YOUR ORGANIZATION’S DNA
Eric Murphy, Chief Marketing and Sales Officer, Ingenix

Ingenix works with clients to solve the biggest challenges in health care using information, technology and consulting solutions. Serving nearly every market in the health care industry – those who provide care, those who pay for care, and those who develop cures – Ingenix is keenly aware of the pressures on the health care system that create the need for transformational change in the businesses of many Ingenix clients. Innovation and problem-solving based on a deep understanding of client needs is essential to the mission of Ingenix. To ensure that Ingenix is equipped to meet the needs of clients as health care continues to evolve, Eric Murphy is leading Ingenix through its own business transformation. The Ingenix Client Engagement Model is a company-wide, enduring initiative that transitions organizational focus from internal to external, from product-centric to client-centric, from vendor to partner. Eric will discuss the key steps Ingenix has taken to ensure that the client is the driver of all behavior at Ingenix, including segmentation, client planning, business development architecture, organizational alignment, and client loyalty measurement.

TRACK: Getting Started with Net Promoter
1:30 - 2:15 - SPEAKING THE SAME LANGUAGE – USING NPS AS A COMMON DENOMINATOR FOR EXCELLENCE
Roger Thompson, Manager, Strategy & Operations, FirstService and Michael A. Mendillo, President, FirstService Residential Management: Wentworth Group

FirstService is a global diversified leader providing services in commercial real estate, residential property management and property services. At FirstService Residential Management, property managers are responsible for a myriad of relationships with suppliers, employees and homeowners’ association boards and realized that NPS provided a common language – one that could be used with suppliers and employees to define purpose and share best practices, and one that could be used with FirstService customers to share values and philosophy, and gauge expectations. Roger Thompson and Michael Mendillo will provide a high energy, exciting discussion about the inception of NPS at FirstService, with a focus on the property management division and the tremendous impact it’s had on the company’s culture; and what they do with all of their data, including communicating best practices and results through Webinars, Theme reports and their self designed data Portal. You will leave this session with positive energy and numerous best practices to start your own Net Promoter program that will allow your organization to speak the same ‘customer focused’ language.

TRACK: Improving Your Net Promoter Program (B2C)
1:30 - 2:15 - USING TRANSACTIONAL NPS AND CROSS-FUNCTIONAL TEAMS TO CREATE LOYALTY
Brad Briscoe, Manager of Loyalty Research, eBay Customer Support
Adam Aikens, Senior Business Analyst, eBay Customer Support

With a community of more than 100 million buyers and sellers and more than 16 million average daily listings, eBay handles a significant number of customer support requests. In this session, Brad and Adam will discuss how eBay combines contact-volume and transactional-NPS information for each contact type to target areas for improvement. The areas are then addressed by cross-functional "agile teams," which are charged with improving the handling of issues in the customer support organization; and more importantly, working to prevent issues from occurring "upstream," proactively following-up with members to foolproof processes and bridge gaps between customer service and the product, policy, and process sides of eBay. Brad and Adam will walk through a case study illustrating this approach to turning transactional NPS into successful improvements.

TRACK: Improving Your Net Promoter Program (B2B)
1:30 - 2:15 - GOVERNMENT SERVICES: THE NEED TO BE GREAT
Oliver Bendzsa, Senior Manager, Marketing Research, Export Development Canada

While the public‘s perception regarding the effectiveness of government agencies may be eroding, Export Development Canada (EDC), Canada’s export credit agency, is bucking the trend by using NPS to send the message that government agencies not only can be good, but must be good for the people, for the stakeholders and for the long-term success of the agency itself. In this case study, Oliver will show how customer feedback and a virtual team approach has helped EDC direct product and process changes in areas such as Financing, Strategic Accounts and Contract Insurance; how EDC promoters are expanding existing business and driving new business to EDC through word-of-mouth; and how NPS has contributed to higher levels of employee satisfaction while making EDC a lean and competitive organization.

TRACK: Advanced Net Promoter Topics
1:30 - 2:15 - TUNING UP EMPLOYEE ENGAGEMENT
Julia Gomez, Director, People Planning and Analysis, Jet Blue Airways

While JetBlue Airways may be synonymous with “Happy Jetting” for the consumer, for JetBlue employees, five values rule: safety, caring, integrity, fun and passion. These set the foundation for both the culture of JetBlue and the crewmember experience. Julia Gomez will discuss the key drivers JetBlue has identified as impacting employee engagement – executive leadership, immediate supervisors/leaders, team work, work environment, pride/personal commitment and brand – but also relate some of the challenges involved in measuring employee loyalty and satisfaction. For JetBlue, those challenges include determining the most appropriate way to analyze the data when comparing across areas of responsibility (pilots, flight attendants, baggage handlers, ticket agents, etc.) as well as across regions of service.

TRACK: Getting Started with Net Promoter
2:30 - 3:15 - TEACHING OLD DOGS NEW TRICKS - TAKING CUSTOMER SATISFACTION TO THE NEXT LEVEL WITH NPS
Joyce Maroney, Senior Director, Customer Experience and Services Marketing, Kronos Incorporated

Kronos, Inc., a global leader in workforce management solutions, has conducted formal customer satisfaction measurement programs for over thirteen years. An independent survey of Kronos customer NPS indicated that the internal surveys weren’t revealing the whole story about customer loyalty and the reputation of the Kronos brand in the market. The good news? The results played a key role in reinforcing executive buy-in for an NPS program. In this case study, Joyce Maroney will discuss how Kronos identified internal and external factors that influenced how the organization was perceived, and how those insights informed a new approach to NPS measurement. She’ll also share information about some of the key challenges faced in getting the program off the ground; common pitfalls to avoid; and lessons learned – culminating in Kronos’ new direction and focus and the improvements they’ve seen.

TRACK: Improving Your Net Promoter Program (B2C)
2:30 - 3:15 - USING NPS TO MAKE THE ORDINARY EXTRAORDINARY
Simon Lowe, Director of Operations Services, 1-800-GOT-JUNK?
Steve LaPorte, Operations Services Manager, 1-800-GOT-JUNK?

1-800-GOT-JUNK? is a service-oriented company seeking to make the removal of junk an extraordinary experience. Since job ticket size is the same for promoters and detractors initially – it’s what happens after that first service experience that truly matters. In this case study, Simon Lowe will discuss the benefits of weaving NPS throughout the company culture as opposed to viewing it as a separate program, and the different impacts made by adopting behavioral changes versus structural ones. He will share four key ways in which franchise partners are encouraged to become ‘Promoter Producers’ by using actual NPS commentary  - by never assuming that a promoter today will be a promoter forever, by resolving issues as quickly as possible, by doing ‘best’ better and by eliminating bad profits.

TRACK: Improving Your Net Promoter Program (B2B)
2:30 – 3:15pm - REFINING THE FEEDBACK PROCESS TO ENHANCE YOUR CUSTOMER RELATIONSHIPS
Michele Berman, Director, Customer Loyalty Programs and Training, VeriSign

As a trusted provider of Internet infrastructure services, VeriSign helps companies the world over communicate and conduct commerce with confidence – their customers and partners are at the heart of their success. But when it came to gathering and acting on feedback, how confident was the company in their own approach? Hear Michele Berman discuss how refining VeriSign’s customer feedback process – through additional training, centralized management of detractors, and shortened response times for survey follow-ups – allowed them to have “enhanced relationship” discussions, protect at-risk revenue, and identify incremental revenue opportunities for the sales team.

TRACK: Advanced Net Promoter Topics
2:30 - 3:15 - HOW CUSTOMER EMOTIONS DRIVE AND DESTROY YOUR NET PROMOTER SCORE
Colin Shaw, Founder and CEO, Beyond Philosophy, and author of 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 Shaw will reveal the findings of this ground breaking research that culminated in his latest 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: Getting Started with Net Promoter
3:45 - 4:30 - BUILDING THE FOUNDATION FOR AN ACTION-ORIENTED NET PROMOTER PROGRAM
Steven Nicks, Vice President, East Region, Satmetrix

By now you know that implementing Net Promoter involves much more than simply measuring your score. It’s really about action – what your organization does to improve the score by acting on customer feedback, making improvements, and driving business performance. Whether your organization is B2B or B2C, mastering a few key program fundamentals will help you succeed. This session will address key program elements, such as survey design, sample strategy, and closed-loop processes, which affect your ability to act on trustworthy customer feedback.

TRACK: Improving Your Net Promoter Program (B2C)
3:45 - 4:30 - DELIVERING A DIFFERENTIATED CUSTOMER EXPERIENCE THROUGH PROACTIVE SERVICE AND SUPPORT
Henry Jones, Vice President, West Region, Satmetrix

In the B2C world, consumers evaluate you at every point of interaction. You need to monitor the end-to-end customer experience, because any break down in the process can result in customer churn and negative word of mouth. Contact centers have a unique opportunity to move beyond reactive customer service to proactive experience management. In this session, learn best practices for empowering employees, call center agents, and outsourcers to take a proactive role in improving the customer experience and driving growth. The discussion will include best practices for building an effective Net Promoter program that engages employees and outsourcers, integrating operational, loyalty, and satisfaction metrics, and building closed-loop processes that reduce churn and drive growth.

TRACK: Improving Your Net Promoter Program (B2B)
3:45 - 4:30 - INCREASING RETENTION AND REPURCHASE THROUGH AN INTEGRATED ACCOUNT MANAGEMENT PROGRAM
Deborah Eastman, Chief Marketing Officer, Satmetrix

B2B relationships are complex, often involving multiple business units and personnel from across your organization and your customers'. Buying decisions are complicated as well, involving several decision makers and influencers. This session will discuss how to build a successful B2B Net Promoter program that makes sense of this complexity and drives action across the business, resulting in increased retention and share of wallet. Highlights include how to integrate feedback from sales and service into a single view of the customer experience, how to engage your sales team in using customer feedback to build key player relationships, and how management can use customer feedback to identify performance gaps and manage revenue at risk.

TRACK: Advanced Net Promoter Topics
3:45 - 4:30 - LEARNING FROM CUSTOMER VERBATIMS
Vince Nowinski, PhD, Director of Methodology, Satmetrix

Net Promoter began its history as the "Ultimate Question," but even at the start of its journey it was not the only question; the likelihood of recommendation is typically accompanied by an open ended question to ask customers why they answered as they did. The Net Promoter Score helps businesses understand how they are performing, while customer verbatims help them understand why. But getting to why is not always straightforward: How can a business distill an accurate and manageable number of priorities from a mountain of customer verbatims? How well can customers articulate the factors that drive their own behaviors? Are customer comments the best available data to diagnose what needs to be done to improve the customer relationship? In this session, learn about current approaches and technologies for making sense of verbatim comments, how they differ, and their benefits and limitations. We'll compare what verbatim comments reveal about the drivers of customer loyalty and behavior, how verbatim themes relate to quantitative driver techniques, and how to leverage them for best effect in your own business.

4:45 - 5:30 - USING CUSTOMER LOYALTY TO RESTART GROWTH IN THE FINANCIAL SERVICES INDUSTRY

Panelists:
Susan Sobbott, President, American Express OPEN
Isabelle Conner, Global Head of Marketing, ING
Linda Verba, Executive Vice President, Store Operations and Service Programs, TD Bank
John Marcante, Principal, High Net Worth Services, Vanguard

Moderator:
Rob Markey, Partner and Global Head of Bain & Company's Customer Strategy and Marketing Practice, Bain & Company, Inc.

Volatile changes in the financial services industry over the past year have rocked consumer confidence. As things begin to turn around, where do we go from here? Has the environment changed forever? Or will things return to "normal," as they were before? This panel discussion will look at some of the ways customer loyalty can serve as the heart of a growth strategy as we make our way out of the current economic crisis. Find out from panelists the most effective and efficient ways they have found to grow the number of profitable promoters in their business; factors that have made focusing on customer loyalty rather than on bad profits or low-value customer acquisition more difficult; how they make sure they’re acquiring the “right” customers - those most likely to stay, buy more and tell their friends; and the role closed loop customer feedback plays in helping drive their business.

Agenda – February 2, Tuesday


9:00 - 9:45 - CRISIS OR CONFIDENCE? CRITICALLY ASSESING YOUR NET PROMOTER PROGRAM
Dr. Laura Brooks, Vice President, Research and Business Consulting, Satmetrix, and co-author, Answering the Ultimate Question

How do you know if the vision for your Net Promoter program is taking hold in your organization? How does your program compare with best-in-class? Where should you invest to improve your program and optimize ROI? To help companies answer these questions, Satmetrix and Bain & Company have created Net Promoter® 360, a diagnostic tool to help you critically assess your Net Promoter program from both a tactical and strategic point of view. In this session Laura will present findings from several leading companies that have participated in the Net Promoter 360 program assessment, highlighting the most common challenges faced by executives, executive sponsors and program managers.

9:45 - 10:00- DRIVING EXTREME CUSTOMER LOYALTY: PANEL DISCUSSION
Panelists:
S. Wayne Peacock, Executive Vice President, Member Experience, USAA
Fred Taylor, Jr., Senior Manager, Proactive Customer Service Communications, Southwest Airlines
Christopher J. Zane, President, Zane’s Cycles

Moderator:
Jeanne Bliss, President, Customer BLISS and author, I Love You More Than My Dog

In her latest book, I Love You More Than My Dog, Jeanne Bliss tells the stories of “beloved” companies and the things they do to drive extreme customer loyalty. Join Jeanne for a discussion with two of the companies profiled in her book, to explore the key decisions they make on a daily basis that earn them the “right to the story” their customers tell about them. Hear how Southwest Airlines and USAA continue to win legions of fans, even in a down economy, by suspending cynicism, being clear about the experience they want to deliver, walking in their customers’ shoes, making decisions based on their customers’ lives and knowing how to apologize when things don’t go as planned.

TRACK: Business Services
11:15 - 12:00 - GETTING PARTNERS ALIGNED - A LOYALTY JOURNEY AT CUMMINS, INC.
Bryan Rathert, Executive Director - Service and Operations, Distribution Business Unit, Cummins, Inc.

Cummins, Inc. is a global power leader, serving customers in 190 countries and territories through a network of over 500 company-owned and independent distributor locations and approximately 5,200 dealer locations. The organization has been using Customer Satisfaction measurement for several years. They started NPS successfully setting the standard for customer loyalty on the transactional side, with feedback from tens of thousands of surveys in several languages in January 2009. However, implementing the program on the relational side of the business proved more difficult. Hear Bryan Rathert discuss some of the challenges Cummins faced when feedback from distributors indicated factory processes weren’t adequately addressing concerns, while internal NPS feedback indicated that assessments of distributor capabilities weren’t necessarily reflecting the customer view. Find out how closing the feedback loop helped Cummins both improve some of their work processes and address customer concerns.

TRACK: Financial Services
11:15 - 12:00 - DRIVING VALUE FOR CLIENTS BY INTEGRATING NPS INTO YOUR SALES ORGANIZATION
Sandy Anderson, Vice President, Sales Operations, Experian

Experian has used NPS throughout their organization since 2004, and significantly improved the customer experience for their clients. But with a complicated, relationship-based selling cycle, incorporating Net Promoter into the sales operation has been a journey with its own unique challenges, including increasing awareness among the sales team; integrating Net Promoter into account management practices and sales strategy planning; and incorporating data into the CRM system. In this case study, Sandy Anderson will discuss some of the ways the sales organization has used Net Promoter to develop and hone their processes and to communicate to clients that they’re listening. She’ll also share ideas about innovations under consideration in the new decade, such as harnessing the power of mobile technology for real-time client response.

TRACK: Hi-Tech
11:15 - 12:00 - ENERGIZING YOUR CUSTOMER EXPERIENCE AND LOYALTY PROGRAMS
Desirree Madison-Biggs, Director, Customer Experience, Symantec

Symantec’s customer-driven philosophy means that earning customers’ loyalty is the first priority at every level of the organization – from executives to individual contributors. But changing an organization’s culture to ensure that focus remains constant is an evolving, on-going process – not a one-time initiative. With communication as a key component of Symantec’s successful loyalty and customer experience program, Desirree Madison-Biggs will share some of the steps they’ve taken to infuse customer focus into the organization’s DNA. She’ll also discuss the challenges involved in getting more than 17,000 employees in over 40 countries engaged, committed and on the same page in order to make decisions that make a difference to the customer.

TRACK: Telecommunications
11:15 - 12:00 - BEYOND THE SCORE: DRIVING CHANGE BY FINDING THE REAL VALUE IN FEEDBACK
Guy Cartwright, Vice President, E2E Customer Experience, Asurion Corp.

As the global leader in technology protection services, Asurion partners with leading telecommunication providers to offer best-in-class, next day device replacement to more than 70 million consumers worldwide. Asurion found immediate value in NPS when they started using it as their key customer loyalty metric two years ago. Now, they view NPS not only as a way to bring the voice of the customer into the organization, but also as a tool that lets them listen to what customers are saying in a broader way. Guy Cartwright will talk about getting customer feedback beyond the traditional survey; the benefits of launching NPS with new products to incorporate feedback early; listening to detractors just as carefully as you listen to promoters; and taking a holistic view of the customer experience.

TRACK: Getting Started with Net Promoter
12:45 - 1:30- BUILDING THE FOUNDATION FOR AN ACTION-ORIENTED NET PROMOTER PROGRAM
Steven Nicks, Vice President, East Region, Satmetrix

By now you know that implementing Net Promoter involves much more than simply measuring your score. It’s really about action – what your organization does to improve the score by acting on customer feedback, making improvements, and driving business performance. Whether your organization is B2B or B2C, mastering a few key program fundamentals will help you succeed. This session will address key program elements, such as survey design, sample strategy, and closed-loop processes, which affect your ability to act on trustworthy customer feedback.

TRACK: Improving Your Net Promoter Program (B2C)
12:45 - 1:30 - DELIVERING A DIFFERENTIATED CUSTOMER EXPERIENCE THROUGH PROACTIVE SERVICE AND SUPPORT
Henry Jones, Vice President, West Region, Satmetrix

In the B2C world, consumers evaluate you at every point of interaction. You need to monitor the end-to-end customer experience, because any break down in the process can result in customer churn and negative word of mouth. Contact centers have a unique opportunity to move beyond reactive customer service to proactive experience management. In this session, learn best practices for empowering employees, call center agents, and outsourcers to take a proactive role in improving the customer experience and driving growth. The discussion will include best practices for building an effective Net Promoter program that engages employees and outsourcers, integrating operational, loyalty, and satisfaction metrics, and building closed-loop processes that reduce churn and drive growth.

TRACK: Improving Your Net Promoter Program (B2B)
12:45 - 1:30 - INCREASING RETENTION AND REPURCHASE THROUGH AN INTEGRATED ACCOUNT MANAGEMENT PROGRAM
Deborah Eastman, Chief Marketing Officer, Satmetrix

B2B relationships are complex, often involving multiple business units and personnel from across your organization and your customers'. Buying decisions are complicated as well, involving several decision makers and influencers. This session will discuss how to build a successful B2B Net Promoter program that makes sense of this complexity and drives action across the business, resulting in increased retention and share of wallet. Highlights include how to integrate feedback from sales and service into a single view of the customer experience, how to engage your sales team in using customer feedback to build key player relationships, and how management can use customer feedback to identify performance gaps and manage revenue at risk.

TRACK: Advanced Net Promoter Topics
12:45 - 1:30 - LEARNING FROM CUSTOMER VERBATIMS
Vince Nowinski, PhD, Director of Methodology, Satmetrix

Net Promoter began its history as the "Ultimate Question," but even at the start of its journey it was not the only question; the likelihood of recommendation is typically accompanied by an open ended question to ask customers why they answered as they did. The Net Promoter Score helps businesses understand how they are performing, while customer verbatims help them understand why. But getting to why is not always straightforward: How can a business distill an accurate and manageable number of priorities from a mountain of customer verbatims? How well can customers articulate the factors that drive their own behaviors? Are customer comments the best available data to diagnose what needs to be done to improve the customer relationship? In this session, learn about current approaches and technologies for making sense of verbatim comments, how they differ, and their benefits and limitations. We'll compare what verbatim comments reveal about the drivers of customer loyalty and behavior, how verbatim themes relate to quantitative driver techniques, and how to leverage them for best effect in your own business.

TRACK: Business Services
1:45 - 2:30 - WORKING THE BUGS OUT OF THE SYSTEM
Jim Parrish, CEO, and Tom Graves, Director, Customer Service, Carolina Biological Supply

If you work in an academic environment with a butterfly lesson planned for Thursday and your butterflies don't show up until the following Tuesday, that's a problem. Carolina Biological, the leading supplier of biological and science teaching materials, discovered that a lack of communication between departments and an internal "us vs. them" environment translated to some unhappy customers and lower than expected NPS scores. But after the company designed an aggressive closed-loop feedback system, ramped up their internal training, started measuring on-time performance and showed how error rates and their respective dollar amounts directly affected profit sharing, things really turned around. Jim Parrish and Tom Graves will share some of the impactful ways they have used NPS to enhance customer loyalty.

TRACK: Financial Services
1:45 - 2:30 - WHAT'S THE STORY ONCE THEY'VE GONE?
Amanda Minehart, Service Quality Manager, Wright-Patt Credit Union

Your client just stopped in to do business with you. How did they feel about their transaction? Will they come back? Do you wonder what they say about your organization to their friends and family? Wright-Patt Credit Union wanted to see how close they were coming to their goal of being the best financial institution their members had ever experienced and the best place their employees had ever worked, by asking just these sorts of questions. In this case study, Amanda Minehart will share how getting employees to embrace NPS resulted in a culture change that moved them closer to their goals and reminded them that they have not one, but two jobs: serving their members, and serving their partner employees who serve their members. Hear how dashboards, internal score reporting, member center monthly updates, and "Walls of Fame" all serve to keep employees onboard with the program and enthused about their contributions.

TRACK: Hi-Tech
1:45 - 2:30 - USING NPS TO DRIVE PRIORITIES
Tabitha Dunn, Director, Customer Insights, Citrix Online

When NPS is related to customer value over a period of time, it becomes a powerful decision making tool readily understood and accepted across the organization, from engineering to product management to marketing. Citrix Online, a key provider of web-based remote access, support, and collaboration software and services, ties NPS results to the lifetime value of their customers. This enables the company to put a dollar value to customer-requested improvements and/or features. Hear Tabitha Dunn discuss how Citrix Online then uses this valuation to create business cases for product development priorities and calculate a customer-based ROI for prioritizing the company’s improvement efforts.

TRACK: Telecommunications
1:45 - 2:30 - BUILDING STRONGER CLIENT RELATIONSHIPS, ONE CUSTOMER AT A TIME
Olivier Mourrieras, Customer Insight and Advocacy, Orange Business Services

As manager of the world’s largest network, Orange Business Services has one mission: to differentiate themselves by being agile and proactive with their customers in a challenging environment by delivering an outstanding customer experience. The challenging environment? One in which the focus is transitioning from product to service to experience. Olivier Mourrieras will discuss key learnings from OBS’ four-year old Net Promoter-based “Outstanding Customer Experience” program – not a short-term fix, but rather a long-term vision built on a structured, customer-centric approach. The focus of the program is threefold: adding value and profitable growth for OBS; safeguarding revenues in the current economic climate; and instilling throughout the organization that outstanding customer experiences are those built on relationships and trust.

3:00 - 3:45 - FROM "SICK CARE" TO "HEALTH CARE": A CUSTOMER EXPERIENCE POINT-OF-VIEW
Steve Bonner, President and CEO, Cancer Treatment Centers of America, and
Fred Reichheld, author, The Ultimate Question

Join NPS founder Fred Reichheld in conversation with Steve Bonner of Cancer Treatment Centers of America, as they explore customer experience in the health care industry. Is the voice of the consumer absent in our healthcare system? How can we place the healthcare consumer in her rightful role as service quality disciplinarian? Is the vision of consumer-friendly, high-quality and affordable care attainable? Steve will share his company’s innovative approach to consumer-centric medicine, explaining how they use Net Promoter to improve the customer experience for cancer treatment patients.