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Welcome
Martin GREEN,
Vice President, EMEA Region, Satmetrix
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Net Promoter: From Metric to Organisational Discipline
John ABRAHAM,
General Manager, Net Promoter Programs, Satmetrix
Maya-Coralie BLANC,
Account Director, Satmetrix
John and Maya will introduce the day by explaining the philosophy and original development of the Net Promoter Score, and how it has evolved in today’s market. While many companies know of NPS because of its link to recommendation and advocacy, the metric was born as a holistic measure of customer loyalty, capturing both repurchase and recommendation behavior. But its power and practical value are fully realized when Net Promoter is integrated with strategy and operations as part of a customer-focused change program.
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A True Net Promoter success: Multi-Cultural Approach and Decentralized Management at AIG
Philippe DANIELSKI, Vice President - Office of the Customer,
AIG
World leader in insurance and financial services, AIG will share their multicultural vision on the adoption of the Net Promoter discipline and will give some insight on how it was implemented within a decentralized information management system. Philippe will describe the procedure aiming at channeling customers known as “detractors” and will also comment on the encouraging results observed since the implementation of the program, in terms of retention and customer value.
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Break |
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The Unique Appeal of NPS Compared to Traditional Indices, and Expedia’s impressive initial results
Ludovic PHILIPPO,
Operations Manager,
Expedia
Expedia, world’s leading online travel group, has been using Net Promoter in France since October 2007 and has achieved in record time a significant improvement in their score. Ludovic has led this effort, and will share his perspective on how NPS compares with traditional satisfaction indices, from the standpoint of employee engagement and insight development. He will also explain Expedia’s internal approach for driving customer-focused improvements by reviewing client feedback and verbatims and prioritising changes based on customer input.
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Net Promoter : financial value and holistic dimension through actual examples
Domenico AZZARELLO, Partner, Bain & Company
As co-developers of the Net Promoter discipline, Bain & Company gets involved on many strategic client relationship projects and help companies through operational change management in order to achieve a truly unique customer experience. Domenico will give elements of economic impacts through NPS improvements and will present key insights which help to improve the customer experience. He will give change management examples and will comment on the main challenges. Domenico will close his speech with the holistic dimension of the Net Promoter discipline by taking of account the magic trio of product, customer interaction, brand by citing actual examples.
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Winning Service – The secrets of companies that make a difference
Ralph Hababou, author
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Using Customer Feedback to Deepen Business Relationships
Marc ANNÉ, Vice President Customer Insight & Advocacy,
Orange Business Services
Marc will discuss how Orange Business Services, the B2B division from France Telecom, captured the global customer experience by covering crucial interactions and integrating individualized customer follow-ups. Marc will clarify key success factors of the loyalty program he’s put into place: organisational aspects, infrastructure and processes to be taken into account, how different loyalty measurements work together, and the ability to identify the most relevant actionable insights, which generate growth.
How Orange Business Services leverages extended customer teaming and relationship management, in order to improve customer experience from end-to-end.
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Break |
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Using NPS to build an innovative customer experience in a support environment - from change management to customer leadership perspective
Alexandre MURAT, Head of Customer Experience,
Sony Style Europe
Sony has embraced Net Promoter across many of its global businesses, but Sony Style in Europe was one of the earliest adopters, now serving as an internal case study for rollout to other divisions. Alexandre will share his experience using Net Promoter to identify actionable insights and implement operational improvements in a consumer customer service setting. How does NPS empower front-line teams and service agents to delight customers at the critical moments of truth that define the customer experience?
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The Promotional Spiral: Leveraging Promoters for Brand Advocacy
Arnaud POCHEBONNE,
Joint CEO, Weber Shandwick France
Despite the explosion of available information and the fragmentation of markets, the amount of time customers spend making actual purchase decisions is diminishing! Arnaud will demonstrate the growing importance of making the Net Promoter Score a central measure for Communication Departments and will discuss techniques that can be adopted to build dialogue, deepen customer engagement and grow brand advocacy.
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Closing
Martin GREEN,
Vice President, EMEA Region, Satmetrix
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