John Abraham leads our Net Promoter® business unit at Satmetrix. His group is responsible for best practice exchange, conferences, training & certification, and online services for companies using Net Promoter to drive improvements in customer loyalty. Satmetrix created Net Promoter with customer loyalty expert Fred Reichheld, and the company now hosts the official Net Promoter community web site at www.netpromoter.com. Prior to joining Satmetrix, John was with Risk Management Solutions (RMS), a leading risk management software and consulting firm, where he was responsible for marketing, training services, knowledge management, and customer loyalty programs. Prior to RMS, he worked as a management and systems consultant with Booz Allen Hamilton and Accenture. John has an MBA from the Stanford Graduate School of Business.

Since 2004, Adam has managed several continuous improvement projects with two specific goals: improve the customer experience and control internal costs. Examples of these projects include self-help content improvement on the eBay site, customer support contact automation, and development and reporting of key customer-centric metrics. Most recently, Adam has helped with implementation of the Net Promoter program at eBay, with a special focus on creating promoters at the transactional level. To that end, he developed and manages an intranet site called, “Voice of the Customer.” This portal is used by global eBay employees to easily find top promotion and detraction reasons specific to their own areas of responsibility, in addition to current transactional NPS scores and trending. Adam holds a Bachelor’s degree in Business Management from Utah Valley University.

Experian is a global leader in providing information, analytical tools and marketing services to organizations and consumers to help manage the risk and reward of commercial and financial decisions. In her current role at Experian, Sandy is responsible for managing support teams and processes that focus the company's efforts in driving value for both Experian and our clients. As part of her role, Sandy works toward developing and implementing a consistent and valuable client experience across key touch points within Experian supporting all clients. Sandy joined Experian in 1985 and prior to her current role served as an Account Executive managing the Experian relationship for key clients. Sandy received her undergraduate degree from Colorado State University.

Oliver manages a customer research program for Export Development Canada (EDC), a global financial services organization and a self-sustaining Crown-corporation. His key responsibility is to provide insight into customer opinions and work closely with leaders at all levels of the organization to develop programs to find, acquire and retain customers. He is responsible for introducing Net Promoter® to the corporation in 2006 as part of a move towards greater customer centricity. In addition, he is involved in helping implement customer service standards across the organization to improve customer experience. Oliver is a Certified Net Promoter Associate. Prior to joining EDC in 2001, Oliver held a number of senior positions at international, high-tech companies: Rebel.com, Cognos Inc. (now IBM), and Corel Corporation. A dedicated student of marketing and communications, Oliver holds a Bachelor's degree in Journalism-Law from Carleton University. www.edc.ca

Michele‘s 25-plus year career has been centered around the customer experience in the Internet Security and Telecommunications industries. She has an extensive background in contact center management, spanning all aspects of customer, technical, and provisioning support for B2C and B2B customers. Michele joined VeriSign in 2005 and has been overseeing VeriSign’s Customer Loyalty program since 2006. Michele’s focus is on driving program adoption across VeriSign, and using customer feedback to develop strategies and action plans to improve the customer experience.

Jeanne Bliss is the author of "I Love You More than My Dog: Five Decisions for Extreme Customer Loyalty in Good Times and Bad" and "Chief Customer Officer: Getting Past Lip Service to Passionate Action." She is President of Customer Bliss (www.customerbliss.com), where she coaches leaders on how to wrap their company's focus around customer profits.

Prior to beginning her work as a coach, Jeanne held the Customer Crusader role that many of you hold today. She has fought valiantly to get "customer" a place on the strategic agenda; redirecting priorities and creating transformational changes to the brands' customer experience. She has led the achievement of 95% loyalty rates, changed customer experiences across 50,000 person organizations… and convinced even the staunchest curmudgeons to help push the customer rock up the hill. Jeanne developed her passion for the customer at Lands' End, Inc. where she reported to the company's Founder as leader for the Lands' End Customer Experience. She served Allstate Corporation as their Officer for Customer Satisfaction & Retention. Jeanne was Vice President of Franchise Services for Coldwell Banker Corporation. She was Microsoft Corporation's General Manager of Worldwide Customer & Partner Loyalty. At Mazda Corporation, Jeanne initiated the brands' retention effort as Senior Manager, Customer Satisfaction.

Steve Bonner joined CTCA as President and Chief Executive Officer in 1999, and has served as a member of the CTCA Board since 1996. His motivational leadership has guided the company to record-breaking years in both patient growth and satisfaction. Prior to joining CTCA, Steve was the Executive Vice President of Keyport Insurance Company, where he effectively led the development of a new annuity market. He has also served as President of the Construction Information Group of the McGraw-Hill Companies; and as Vice President of The Prudential Insurance Company of America. Steve has served as General Counsel of Capital Holding Corporation, as COO of its National Liberty Group, and as a Director of Laurentian Capital Corp, Prudential Bank and Trust, and Prudential Savings Bank. He currently serves as a Trustee of the American Architectural Foundation, and on the Board of the William Mitchell College of Law. Steve has been instrumental in the company’s growth over the past 10 years, but more importantly, he has continually reinforced the importance of delivering on the promise and upholding the mission for CTCA’s patients each and every day.

As manager of loyalty research for eBay customer support, Brad has focused on using customer support information to eliminate trouble spots in the flow of buying and selling on eBay and to reduce the number of support contacts. In 2007, Brad helped implement the Net Promoter program at eBay, using it to successfully turn customer feedback into improved experiences. Brad has more than 12 years of experience in customer satisfaction and loyalty research. He also holds a Bachelor’s degree from Utah State University and an MBA from the University of Utah.

Laura is an acknowledged expert in applying the Net Promoter discipline to operational decisions. She has extensive experience working with companies in the areas of customer experience management, feedback design, employee opinion surveys, organizational development, quality, and compensation. In addition to her operational experience, Laura has conducted and published more than thirty studies on Net Promoter, customer loyalty, and word of mouth marketing, including her seminal research on NPS linkage with customer repurchase and referral behavior. Laura has also published on Inter-Rater Reliability and Validity in Behavioral Research Methods in Computers, and participated in the survey-specific portion of the Malcolm Baldrige Award. Prior to joining Satmetrix, Laura worked in the consulting industry, specializing in statistical and psychological tools for measuring customer satisfaction and employee performance. Laura holds a PhD in Industrial and Organizational Psychology from Rice University and a BS degree in Psychology from Duke University.

Isabelle responsible for Marketing Strategy, Research, Sponsorships - including the ING Renault F1 Programme, and the Brand. Isabelle joined ING in 2004 as Global Head of Marketing in Private Banking based in ING's headquarters in Amsterdam. Prior to ING, Isabelle spent 18 years working in New York where she ran marketing departments at several leading global financial institutions including Deutsche Bank (1998), Weiss, Peck & Greer (1996), and Prudential Securities (1989). She began her career as a financial reporter, working for an on-line French financial information group based in Paris. Isabelle holds a Bachelor's degree in International Affairs. In addition to native English, Isabelle is fluent in French and Spanish.

John deLorimier joined Concentra in 2005 and directs the company's marketing and communications activities. He is responsible for integrating functions such as communications, sales training, branding and positioning, and new product launches.

Mr. deLorimier earned both undergraduate and graduate degrees from Virginia Tech.

Guy is responsible for leveraging the voice of the customer to drive continuous improvement across all products, clients and functions at Asurion. He is also responsible for customer loyalty. Prior to Asurion, Guy was CEO of a consumer products/ retail company, where he was responsible for the management, growth and success of the company’s overall business operations – including all strategy and business-building efforts. Guy also worked at Bain & Company – serving clients primarily in consumer products, oil & gas and information management. His experience includes merger integration, go-to-market and growth strategy. Guy also spent five years at a chemical engineering firm. He holds a Bachelor’s degree in Chemistry from The College of William and Mary and earned an MBA from Harvard Business School.

Tabitha’s passion and commitment to seeing challenges through the eyes of customers is integrated into everything she does. Customer loyalty isn’t a number – it’s about people. Their voices provide a real opportunity to drive change. Turning that wealth of customer data into actionable information is a strategic tool and the heart of what her team does. Tabitha has designed and led three successful customer experience programs in different industries, two of which include NPS.

Deborah is the CMO of Satmetrix, the leading provider of Net Promoter solutions to help organizations improve customer loyalty and drive growth. She brings over 25 years of experience in marketing, sales, and strategic business development of technology solutions and consulting services. As a previous Satmetrix client, Deborah has first-hand experience on how to deploy Net Promoter programs in a global organization. At BearingPoint (formerly KPMG Consulting) she led a global account program that integrated the voice of the customer into the strategic account management processes. Working with Satmetrix clients, she continues to observe the best practices companies apply to putting customer data into action across the organization. She is a frequent speaker on the topics of Net Promoter, Word of Mouth, Social Media, Customer Loyalty, and today’s marketing challenges and opportunities. She is also a master class Net Promoter certification instructor. Prior Satmetrix, Deborah held leadership positions in sales and marketing at both small and large organizations. In 2000, Consulting Magazine named her one of the top consultants of the year for her efforts in building a strategic partnership between KPMG and Cisco Systems that generated a $1B investment.

Julia has been with JetBlue Airways since 2003. She is responsible for developing, measuring and forecasting strategic people metrics that drive corporate performance. Her team, known as the “storytellers,” brings a fresh perspective to analytics that balances anecdotal information and curiosity with quantitative data. Prior to analytics, Julia started the employee relations program at JetBlue, in which she oversaw the development and implementation of JetBlue’s Progressive Guidance process, as well as a policy enhancement program for the company. Julia received a Bachelor’s degree in International Relations from Emory University with a minor in French. She received her Master’s degree in Conflict Analysis and Resolution from George Mason University. Prior to joining JetBlue, Julia was a Senior Airline Analyst in Equity Research at Morgan Stanley, providing investment advice to thousands of institutional clients.

Tom has 22 years of management experience in customer service and joined Carolina Biological in December 2005. He has extensive experience in hiring, training, and retention as well as operations, strategic planning and process improvement. He is responsible for several innovative ways in which Carolina Biological is connecting its customer service professionals with their customers to improve the company"s NPS®. Tom has held customer service leadership roles for B2C and B2B companies, with a focus on improving the customer experience.

Schneider Electric is the global specialist in energy management with $26B in sales. Serving a wide range of markets, Schneider Electric offers integrated solutions that make energy safe, reliable, efficient, productive and green. Since late 2006, Jonathan has been focused on customer satisfaction and loyalty development at Schneider. Initially responsible for piloting Net Promoter in a division of Schneider Electric, he has since taken ownership of Net Promoter deployment across the whole company, building on and enhancing an existing satisfaction measurement framework. Animating a community of leaders in over 70 countries, Jonathan is currently upgrading the processes, making them simpler and more action oriented, whilst in parallel deploying a centralized IT infrastructure that supports decentralized operations. Jonathan has been with Schneider for the last 15 years in a diverse range of roles, and he is a Net Promoter Certified Associate.

Aisling is a principal at CX Matters LLC, a consulting firm focused on helping companies embed a Net Promoter® customer experience discipline into their operations. Previously, she served 14 years at Symantec Corporation, a Fortune 500 company, where her last role was as Vice President, Customer Experience and Online. In this role Aisling built out a new team to manage the public-facing web sites for Symantec, across www.symantec.com, as well as its extranet sites. She also spearheaded the first customer experience discipline in the company. This team was responsible for defining and managing the customer experience, as well as providing the measurement framework based around NPS®. The insights gained by the team were disseminated across the company and drove experience improvements across three segments: consumer, business and partners. As a result, Symantec is gaining more promoters in all three areas of the company and is achieving double digit gains in its NPS. Aisling’s career at Symantec began in 1996, when she led the documentation services team at the company’s localization facility in Dublin, Ireland. In 1997, she moved to the Santa Monica, Calif., office where she worked in the shared services team with responsibility for the product lifecycle process, documentation standards and external testing. Since that time, she has held a number of management roles spanning business development, branding and marketing. Prior to Symantec, she worked for HW Wilson, a New-York based publisher of reference material for libraries and universities. She helped establish its first abstract division outside of the U.S., in Dublin, Ireland.

Aisling graduated with a Master’s degree in Fluids Engineering from Trinity College Dublin. She also graduated in first place at Trinity with her Bachelor’s in Mechanical and Manufacturing Engineering, and received a Gold Medal for academic achievement. She has also completed the Stanford Executive Institute course for Management of High-Technology Companies. She is Certified Net Promoter® Associate.

Customer Strategy Group helps B2B firms achieve sustainable growth through better customer engagement (www.customerstrategygroup.com) by providing consulting, research, thought leadership and community building services. His organization includes Customer Reference Forum, CAB Exchange and Communities-Exchange, whose conferences have attracted marketing professionals from many of the world’s leading firms, including Cisco, SAP, Microsoft, Dell, Tata Consultancy Services, EMC, Apple, Intel, salesforce.com, Research in Motion, Adobe Systems, IBM, Siemens, Hewlett-Packard, and dozens of others. Bill has written for a number of publications including The Wall Street Journal, Executive Excellence, Management Review, and Organizational Dynamics. He is also the author of Mavericks in the Workplace, published by Oxford University Press.

Henry is an experienced professional in the area of Customer Experience Management and has extensive experience in working with blue-chip clients to develop loyalty and Net Promoter programs that successfully deliver true business benefits. Henry's background includes working with leading companies such as: Aviva, Atlas Copco, BOC, Bupa, Experian, Homebase, HSBC, Siemens, Sony, TNT, Vodafone etc. Henry joined Satmetrix in 2006 and prior to his current position he held the role of Managing Director, UK for Satmetrix. Henry is regularly asked to speak at both public and client conferences, including most recently: Net Promoter Conference 2007/2008, Net Promoter Certification Training, WOM Marketing Week 2007, Aviva Loyalty Forum, Citigroup EMEA Annual Conference, etc. Henry has a Bachelor's degree in Psychology and an MBA from Imperial Business School.

During his five years at 1-800-GOT-JUNK?, Steve has developed a deep understanding of the operations and customer interactions that happen daily within a 1-800-GOT-JUNK? franchise. As Operations Services Manager, Steve supported the implementation of 1-800-GOT-JUNK?’s NPS program, setting up processes and systems to guide the franchise owners on how to correctly analyze and react to NPS data, to improve their overall customer loyalty. Steve holds a Bachelor of Commerce in Entrepreneurial Management from Royal Roads University, British Columbia.

In 2005, Simon joined 1-800-GOT-JUNK? as a business coach, helping Franchise Partners develop and grow their franchises. In his new role as the Director of Operations Services, Simon successfully launched the NPS program throughout the 1-800-GOT-JUNK? system and continues to strive to find new and innovated ways to deliver exceptional customer experiences at all levels of the organization. Simon holds a Bachelor’s degree in Education from Edith Cowan University in Perth, Australia

Desirree has been with Symantec since 2004 when she was hired to create a customer loyalty and satisfaction measurement program. With experience in running customer loyalty programs for over 10 years, she and her team have built programs that deliver customer insight and drive increased loyalty. She directs the global Net Promoter program for all three customer segments, business, consumer and partner. Prior to coming to Symantec, Desirree ran the Customer Loyalty Program at Business Objects and spent 10 years running sales and account management teams for start-up companies in the Silicon Valley. She began her career in business in Human Resources at Xerox Corporation. Desirree graduated from George Fox University with a Bachelor's degree in Social Work and Business.

Rob is one of Bain's experts in developing customer loyalty and customer service strategies. He has published many articles on customer loyalty, customer segmentation and customer experience management. He also leads the NPS Loyalty Forum, a quarterly gathering of senior executives from loyalty-leading companies who gather quarterly to share experience implementing Net Promoter and other approaches to building customer loyalty.

Vanguard is one of the world’s largest investment management companies, serving individual investors, institutions, employer-sponsored retirement plans, and financial professionals. The Vanguard group John leads is dedicated to serving the investment needs of high net worth clients. He also manages Vanguard’s Advice Services Group, providing financial planning and advice by Certified Financial Planners. Prior to this position, John led the Asset Management Services group, the Six Sigma program and Vanguard’s Technology Operations Centers. He has more than 22 years of experience within the business and technology fields. John began his career with General Electric in 1986 and joined Vanguard in 1993. He holds a Bachelor’s degree from Pennsylvania State University and an MBA from St. Joseph’s University.

Joyce is responsible for services marketing, customer feedback and reference programs at Kronos. She is the also managing director of The Workforce Institute at Kronos, a think tank devoted to helping organizations address human capital management issues that affect productivity and organizational performance. She blogs at www.workforceinstitute.org, and has been quoted in the The Boston Globe, Boston Herald, Boston Business Journal, Chicago Tribune, Chicago Sun-Times, Human Resource Executive, SHRM online, Workspan, and in The Wall Street Journal Radio Report on topics impacting the workforce. Prior to joining Kronos in 2006, Joyce was vice president of services, products and recruitment outsourcing at BrassRing LLC, where she was instrumental in building the company from less than $1 million to $40 million in revenue. In her 25 plus years of high tech experience, Joyce has held management positions in marketing, sales, and operations for companies such as Lotus/IBM, Software AG, and Wang Laboratories. She has a Master's degree in Business Administration from Boston University Graduate School of Management, and a Bachelor's degree in Biology from Middlebury College.

Michael is President and Principal of the Wentworth Group, one of the largest property services organizations in the United States. In 1997 Wentworth partnered with FirstService Residential Management, the Residential Property Management division of FirstService, a publicly traded organization that has become the global leader of property services. Leveraging over 20 years of experience in all aspects of real estate management, Michael has been instrumental in Wentworth's strategic growth initiatives, including a series of acquisitions. Through his leadership, Wentworth has created a corporate culture that implements a team-approach to consistently delivering exceptional customer service. www.wentworth-mgt.com

WPCU’s headquarters are located in Fairborn, Ohio, with 24 member centers serving seven counties and over 185,000 members. WPCU generates over US$ 1.6 billion in revenue with 400+ employees. Amanda joined WPCU in 2003, and in 2008, she took a newly-created position and launched WPCU’s Net Promoter© program, which she is responsible for running today. Based on feedback from their members, Amanda provides recommendations for improvement to Senior Management, is involved in on-boarding new partner-employees, and she also plays an important role in designing and training their member service class. Amanda has a Bachelor’s degree in Business Management, and she is currently working on her Master’s of Science degree in Business Management at Indiana Wesleyan University.

Olivier has been leading Customer Insight and Advocacy in Orange Business Services globally outside of France since 2005. His prime ambition is for Orange Business Services to be recognized for having the most loyal customers in the telecommunications industry, resulting from the best customer service and care. His focus is primarily on turning market intelligence from customers and analysts into transformative action for an improved customer experience. Prior to this assignment, Olivier was responsible for Customer Service Management for Orange Business Services in Western Europe and held several key customer-facing roles with BT and Concert before that. He also worked as a consultant in market research in the food industry. He graduated in 1994 in Business Administration from the La Rochelle Business School in France (Ecole Superieure de Commerce de La Rochelle).

Eric Murphy is a seasoned business leader with over 25 years of experience in the outsourcing, systems integration, and consulting services industries. He has led large technology and service sales and marketing organizations and served as a senior consulting executive. Prior to joining Ingenix, Eric served as President, Business Development, Global Outsourcing Services for Computer Sciences Corporation, where he was responsible for a team with an annual new business revenue target of $7 billion. He was also co-founder and executive vice president of software applications service provider Agilera, Inc., a management consulting partner at Ernst & Young, and a vice president of the Financial Services Insurance business unit at EDS Corporation. Currently, Eric is responsible for driving all growth-related initiatives at Ingenix. His specific areas of focus include strategy and new market opportunities, sales and marketing, and channel and alliance development. Eric is driving a critical initiative at Ingenix, called the Client Engagement Model, which encompasses transforming the way the business interacts with clients, and better positioning Ingenix to be a meaningful, trusted business advisor and solution provider. Murphy holds a Bachelor’s degree from the Brown School of Petroleum Engineering, Marietta College, in Marietta, Ohio.

Steven Nicks is Vice President of the Eastern Region for Satmetrix. He has more than 20 years of experience in strategy, customer loyalty, and large-scale enterprise implementations across several industries, including financial services, high tech and telecommunications. Prior to joining Satmetrix, Steven was at The Phelon Group, PricewaterhouseCoopers and Ernst & Young. As a principal, he directed key accounts and developed business opportunities while assisting clients in integrating technology with business strategy. Steven has held senior management positions with eAssist Global Solutions, Pepperdine University's School of Business, and 3M Europe, where he directed client-related activities during all phases of the sales cycle and developed strategic partner relationship programs. He has been a guest lecturer in customer relationship management at Harvard Business School and written for BusinessWeek Online and Inc.com. Steven holds a Master's of International Business and a Bachelor's from Pepperdine University.

Vince is Director of Methodology for Satmetrix. With over 10 years of experience in the areas of customer satisfaction, customer loyalty,employee opinion surveys, and usability, Vince has helped to design global programs focused on strategic growth, profitability, and customer retention for Satmetrix's largest and most strategic accounts. He is responsible for overseeing the content and methodology for Satmetrix solutions. Vince earned a Ph.D. in Social Psychology from Stanford University, where he worked with Dr. Hazel Markus. He also holds a Bachelor's degree in Psychology from the University of Notre Dame. He is a member of numerous professional organizations, including the American Psychological Association, the Bay Area Special Interest Group on Human-Computer Interaction (BayCHI), and the Usability Professionals Association.

Richard Owen is President and CEO of Satmetrix, responsible for all aspects of strategy and day-to-day operations. Prior to joining our team, he was Chairman and CEO of NASDAQ-traded AvantGo, Inc., the leading provider of Enterprise Mobility Solutions to Fortune 1000 companies. AvantGo was successfully sold to Sybase, Inc. Before running AvantGo, Richard spent eight years at Dell Computer Corporation in various executive positions, most recently as vice president of Dell Online Worldwide. He was responsible for all aspects of Dell's Internet strategy and online business revenues on a worldwide basis—building Dell's online business to cover 50 percent of the company's sales volume. Richard began his career as a consultant for KPMG Management Consultants, where he worked for European high-technology manufacturers in the EMEA region on marketing strategy and business development, including Hewlett Packard and Apple. Richard holds a Bachelor's degree from Nottingham University in England and a Master's degree from MIT Sloan School of Management.

Carolina Biological is the leading supplier of science education supplies, laboratory equipment and science curriculum to schools and colleges. Jim joined Carolina Biological in September 2004 and the following year launched several initiatives to better understand and respond to the needs of Carolina's customers. Carolina adopted the NPS methodology in early 2006 and it has driven aggressive action in all parts of the company to dramatically improve how we serve our customers. Prior to joining Carolina, Jim held leadership roles at UnitedHealthcare (CEO, No. Ohio), Conectiv Services (President) and Cherokee Sanford Group (President and CEO).

USAA provides a full range of highly competitive financial products and services to the military and their families, and Wayne oversees USAA’s marketing, channel management, sales and service functions. He is responsible for delivering exceptional member experience to USAA’s 7.4 million members and for building lifelong relationships with them. Wayne has held various positions since joining USAA in 1988. Most recently, as Executive Vice President of Enterprise Business Operations, he was responsible for operational governance and delivery of USAA’s core business and technology capabilities. As Executive Vice President of Corporate Real Estate, he managed USAA’s corporate real estate portfolio, including facility management and physical security for 7.5 million square feet of office space. As Senior Vice President of Real Estate Investments, he led the team responsible for the acquisitions and development program for USAA Real Estate Company, a $5 billion subsidiary of USAA. Peacock is a graduate of Tulane University in New Orleans with a Bachelor of Arts in Economics. He has also completed executive education programs at the Center for Creative Leadership, Duke University’s Fuqua School of Business, Harvard Business School, the Stanford Directors’ Forum, and the Wharton School.

Frank Piraino is responsible for managing the Satmetrix client base to ensure delivery of on-going program value, support and its retention. Over Frank’s 20 year career, his success has been measured by his ability to foster loyalty and drive retention in the customer base. Prior to joining Satmetrix, Frank was the Managing Director of Client Services & Global Operations at XcitekSolutionsPlus (XSP) where he was responsible for managing all client-facing organizations from client acquisition and implementation, through long-term account management and Customer Support. Frank was also a Senior Vice President of Sales Operations at GoldenSource Corporation with responsibilities including sales strategies, departmental structure, revenue growth and client account management for satisfaction. Frank holds an MBA from Saint Peter’s College in New Jersey and a Bachelor’s degree from the University of Rochester in New York.

Cummins is a Fortune 250 company and global leader in power solutions; selling and servicing engines, generator sets and related components, with sales and service outlets in 190 countries and territories. Part of Bryan’s current role is to ensure Cummins provides a great customer experience and relationships that reinforce the Cummins brand promise of “dependability”. Under his leadership Cummins has gone from several customer satisfaction programs running globally into one Net Promoter Score program for all business units, aligned with Six Sigma and the Cummins value chain. Cummins applies both transactional and relational NPS processes across a wide variety of markets and channel structures, at both a B2B and consumer level. Bryan has been with Cummins for 30 years, part of this time spent in Australia, and has held positions in numerous functions including Product Development, Production, Marketing and Technical Service. He has both an Engineering Degree and MBA (Krannert) from Purdue University.

Fred Reichheld is a Bain & Company Fellow and Founder of Bain’s Loyalty practice, which helps clients achieve superior results through improvements in customer, employee, partner, and investor loyalty. His pioneering work has quantified the linkage between loyalty, profits, and growth. In the June 2003 edition of Consulting Magazine, Fred was included on their list of the world’s top 25 consultants. The “high priest” of loyalty, according to The Economist and the man who “put loyalty economics on the map,” according to The New York Times, Fred is the author of three books and eight Harvard Business Review articles on the subject.

The Member Loyalty Group is a credit union-owned service organization that provides collaborative programs, tools and services to support member loyalty initiatives at credit unions. Rebecca began her Net Promoter journey while at Educators Credit Union, where she began the credit union’s NPS initiative. Rebecca has worked in the credit union industry for eight years.During her time at Educators, she was a Marketing Specialist, Member Experience Auditor and Marketing Manager. Rebecca is a Certified Net Promoter Associate, a member of the Filene Research Institute i3 group, and has a Bachelor’s degree in Communications from UW-Parkside.

With offices in London, England and Atlanta in the US, Beyond Philosophy is one of the world’s leading experts and pioneers of the Customer Experience. They have worked with a number of the powerful organizations including American Express, Microsoft, T-Mobile, IBM, Aviva and Allianz, among others. Colin is author of three best-selling books: Building Great Customer Experiences (2002), Revolutionize Your Customer Experience (2004), and The DNA of Customer Experience: How Emotions Drive Value (2007). In his latest book, working with London Business School, Colin and his team discovered the emotions that drive and destroy value, revealing that all organizations have an Emotional Signature® that effects their Customer Retention, Loyalty and the Net Promoter® Score. Prior to founding Beyond Philosophy® Colin spent over 20 years in blue chip organizations. He has appeared as a commentator on TV, including CNN and the BBC. He’s been featured in national newspapers, magazine, and is on the editorial board of “Customer Think”. He regularly delivers thought provoking key-note speeches around the globe.

For the past four years, Susan Sobbott has been serving small businesses and advocating for their success as President of American Express OPEN, the company’s second-largest business unit. Under Susan’s leadership, OPEN has extended its position as the leading card issuer for small businesses across the U.S.; launched an array of innovative small business products, servicing and marketing initiatives; and expanded its advocacy efforts on behalf of entrepreneurs. An avid supporter of women entrepreneurs, Susan has received several awards for advancing the success of women small business owners including: Women’s Project Women of Achievement Award; Office Depot Corporate Visionary Award; and Count Me In Leadership Award. Susan received a Bachelor’s degree from Georgetown University and an MBA from the Darden School of Business. Currently, Susan sits on the board of the New Jersey Performing Arts Center and is Co-Chair of the White House Project Corporate Council.

Keeping a finger on the pulse of Southwest Airlines’ daily operations and making sure their internal and external customers are on the same page is a way of life for Fred. At Southwest Airlines, Fred is charged with shepherding a unique approach that has its roots firmly embedded in one of the company’s core values—The Golden Rule. Fred and his Proactive Customer Service (PCS) Team is responsible for coordinating timely information, guidance, and support during disruptions of Southwest’s scheduled service. Working with 14 other departments, the PCS Team explores new ways Southwest can operate more efficiently; provide more-effective communications; and implement better customer accommodations. The PCS team’s efforts have been (and continues to be) featured in over 50 print, television, and Internet media including: Business Week, The New York Times, The Wall Street Journal, Chicago Tribune, Houston Chronicle, NBC, CBS, and Fox TV, and, most recently, in I LOVE YOU MORE THAN MY DOG, by Jeanne Bliss.

Roger is Vice President of Operations and Leadership Development of the American Pool Enterprises, Inc (“APEI”) family of companies. Since 2007, Roger’s role involved spearheading North American projects, including the implementation of the FirstService (“FSRV”) Net Promoter® Score Program, in which he still plays a large oversight role. FSRV generates over US$1.7 billion in annualized revenues with more than 18,000 employees worldwide across 3 divisions. Previously, Roger worked for IBM in Canada, ran his own consulting company, and worked in the United Kingdom. Roger is a leader who supports and helps build output-focused businesses. www.americanpool.com

Linda leads the strategic growth of TD Commerce retail operations. Her leadership, content expertise and dedication have guided a unique corporate culture of innovation and service. An innovator and strategic leader with experience in retail management, sales / marketing, and human resources, Linda has innovated groundbreaking customer-service philosophies that focus on customer needs and services, known internally as 'the voice of the customer', and developed service and product innovations never seen before in the banking industry. Early in her career, Linda held management positions with industry-leading companies including PHH Mortgage. There, she effectively led the human resources department, was involved in sales and account management, developed and managed the company’s call center operations and spearheaded product development. Linda was named one of the 25 'Women to Watch', U.S. Banker's Most Powerful Women 2009 annual ranking, and in 2005, she was awarded a 'Shatter the Glass Ceiling Award' from the National Association of Women Business Owners. She is a Member of the Senior Women Leaders Advisory Board of VisionS pring, a social enterprise that empowers women to launch their own business selling affordable eyeglasses throughout developing countries. Linda earned a Bachelor’s degree from Penn State University.

Progressive Corporation is a large Property and Casualty Insurer in the US with $USD 14 billion in sales. In his role as General Manager, Richard shepherds the NPS systems and processes across all functional and business areas to ensure a reliable, actionable and consistent dataset, in an effort to ensure that there is one true currency across those areas and only one measure of experience success from the customer's perspective. He is also helping extend Progressive's franchise to other countries. Reporting to the CEO, Richard was the Group President of Sales and Service, responsible for 60+ million customer interactions, six call centers (with ~9,000 employees), and the overall customer experience. Prior to that he was the Direct Business Leader responsible for the product design, pricing, creative, promotion, direct to consumer sales, and management of the strategic alliances with banks and other insurers. He has also held a number of GM roles in Marketing and in the Line. Richard has a Master's degree from Boston University. He also is a Chartered Property Casualty Underwriter (CPCU).

As a certified technical expert, award-winning social media consultant, blogger, speaker, journalist, and technologist, Lena West learned about the intricate aspects of computers and networking while consulting with Fortune 500 companies such as IBM, Pitney Bowes, Philips Magnavox, Hyperion Software and MasterCard International. She founded xynoMedia in 1997, with a company goal of making social media easy to use, manageable and worthwhile for corporations.

Lena’s expertise has been widely acknowledged. She is the winner of numerous business awards, among them: The Network Journal’s “40 Under Forty”, AlleyCat News’ “25 Women of Silicon Alley” and The Women’s Congress’ Entrepreneurial Champion for Women in Business, and she’s been featured as the cover story for publications such as The Westchester County Business Journal and Black Enterprise.

She has spoken for the Overseas Private Investment Corporation (OPIC), National Investor Relations Institute (NIRI) and Syracuse University. A firm believer in the adage, “To whom much is given, much is required”, Lena is deeply committed to her pro bono work as well. She sits on the BlogHer Business Advisory Board, the Center for Women’s Business Research Advisory Council and the National Advisory Board for The Women’s Congress. She is a member of the Women Presidents’ Organization (WPO), Technology Executives Networking Group (TENG) and the Downtown Women’s Club (DWC).

At age 45, Chris is already a 29-year veteran of the retail bicycle industry. His story includes getting a state tax ID number at age 12, buying his first bike shop at 16, and before he reached the age of 30, built Zane’s Cycles into the largest bicycle shop in Connecticut. Today, with only one location, Zane’s Cycles is one of the top three largest retail bicycle stores in the nation. Chris’ unique approach to marketing includes strategies such as continual learning, the lifetime value of a customer, guerrilla marketing, bootstrapping, community-relations, cost-controlled customer service, and image branding. He has positioned himself at the forefront of the industry by continuously setting standards in customer loyalty and creative marketing and, since 1985, he has been accumulating awards recognizing his many successes, and his cutting-edge marketing techniques have been used as case studies in over a dozen college text books worldwide. Chris has also been the subject of several articles in publications such as, Harvard Business Review, Inc. Magazine, the Associated Press, Venture Link, Fortune Magazine, Nations Business, Emerging Business, as well as being profiled in Alpha Dogs, a Harper Collins best seller by Donna Fenn. Chris is also frequently featured on WCBS’s, “The Wall Street Journal’s Small Business Report” with Joe Connolly.

Jamie has been with Satmetrix for 10 years, having also served as a regional director. As an industry thought leader and consultant, Jamie has helped numerous complex global companies build world class customer loyalty programs. Jamie is a nationally recognized speaker on the topics of Field Engagement in Net Promoter Programs and “Using NPS to Drive Business Outcomes.” Prior to joining Satmetrix, she was the Director of Customer Advocacy for JD Edwards, reporting directly to the CEO.