SESSIONS
Day 1 - Thursday February 2
9:15-10:00 | Keynote
Net Promoter 2.0: Net Promoter in the Social Era
Richard Owen, Satmetrix CEO and co-author, Answering the Ultimate Question
Net Promoter revolutionized customer experience thinking when it was introduced in 2003, driving a wave of innovation and putting customer loyalty at the top of the priority list for executives. But 2003 was a long time ago in today's business climate. Social word of mouth, collaborative product development, mobile technologies and tectonic shifts in customer behavior have spawned the next generation of Net Promoter thinking, Net Promoter 2.0. If you are focused on Net Promoter, you can't afford to miss the next wave.
10:00-10:45 | Keynote
Putting People First: Safelite’s Strategy for Driving Good Profits and Higher NPS
Tom Feeney, President and CEO, Safelite AutoGlass®
Safelite AutoGlass®, the largest provider of vehicle glass repair and replacement services in the US, has been using Net Promoter since 2006 to get feedback from consumers, key insurance partners, and employees. President and CEO Tom Feeney will describe how NPS supported Safelite’s culture change strategy, which has taken the company from revenues of $550 million to more than $1.0 billion with even faster growth in profitability. How did they accomplish this? By putting their people first and encouraging them to go above and beyond the call of duty to delight customers.
11:15-12:00 | Keynote
Developing a Customer-Focused Brand
Stephanie Comfort, EVP, Corporate Strategy & Development, CenturyLink
In the wake of a merger, how do you create a common culture focused on the customer? CenturyLink, the third largest telecommunications provider in the United States, has gained – through a series of mergers and acquisitions – new customers with a variety of different experiences and expectations. Stephanie will discuss how the organization’s corporate strategy is driving the development of a new brand focused on customer experience; the way corporate strategy and brand strategy are linked; and the role NPS plays as a measure of their progress.
1:30-2:15 | Track: Building Your NPS Foundation
The Three-Legged Stool: Developing a Comprehensive Customer Feedback System
Mike Buzek, Vice President, Customer Experience, Grange Insurance
For Grange Insurance, ease of doing business (EODB®) for both the channel partner and the end consumer is critical to the company’s success. Mike Buzek will discuss Grange’s “three-legged stool” approach – does it help the company? their agents? their policyholders? – and show how the organization is using Net promoter to gauge their progress.
1:30-2:15 | Track: Taking Net Promoter to the
Next Level
Speaking the Same Language – Rolling Out NPS Globally
Kit Skov Hagemann, Director of Insight, UK&I and EMEA and Flavia Glycerio Duarte, Client Experience and NPS Manager
Experian, a global leader in consumer and business credit reporting and marketing services, supports clients in more than 80 countries. In the past, the company's decentralized customer loyalty program meant that different regions used their own suppliers and conducted their own surveys. Imagine now that you've been tasked with aligning questions and responses from 45 different countries! Dr. Kit Skov Hagemann and Flavia Glycerio Duarte will share their experiences and some of the challenges they've faced in building a knowledge base, creating a process that takes into account different cultural behaviors and perceptions, and implementing it one step at a time.
1:30-2:15 | Track: Getting Social
Measuring Your Social NPS: Methods and Techniques
Dr. Laura Brooks, Vice President Innovation and Strategy, Satmetrix and co-author, Answering the Ultimate Question and Erick Watson, Director of Product Management, Metavana
Learn about a new technique developed by Satmetrix and leading social sentiment researchers to derive your company's Social NPS based on unstructured feedback from social media sites or other data sources. How can the Social NPS be validated and compared with traditional NPS metrics? What advantages can additional insight from the social web give you about your holistic customer experience? Join Dr. Laura Brooks to learn more about this innovation in Net Promoter methodology.
2:30-3:15 | Track: Building Your NPS Foundation
Moving Beyond the Score – The Role of "Surrogate Behaviors" in Transforming the Customer Experience
Keith Gerson, Chief Operating Officer, Sopra Brands
Sopra, a private equity firm, grows and manages a wide range of franchise companies including EarthFruits Yogurt, Teriyaki Stix and HouseMaster. Having used Net Promoter in a previous organization with a “best-in-class” score, Keith knew he’d missed the mark in rolling out the system when Franchisees became more focused on the metric and less on transforming the service experience. He came to Sopra knowing he needed to reinvent his approach. Concentrating on brand values and breaking them down through “surrogate behaviors” and employee empowerment, Sopra is transforming the customer experience, as Keith teaches early adopters to look beyond the score in order to identify areas for improvement, open up new revenue channels and grow their business.
2:30-3:15 | Track: Taking Net Promoter to the
Next Level
Negotiating Success – Meeting the Challenges of a Winning Program
Tracie Scott, Customer Experience Insights and Advocacy (CXIA), Architecture and Analytics, Symantec
Symantec’s Net Promoter program, now 7 years old, has an impressing track record for driving customer-centric behavior in an engineering-focused culture. But not all of their successes have been easily won. Tracie Scott will describe the challenges that go hand-in-hand with having a mature program – the constant need for new skills and tools; constrained resources; differing rates of maturity within the organization; the tendency for your NPS program to get “co-opted” – and present a framework for managing those challenges.
2:30-3:15 | Track: Getting Social
Tweet, Like, Comment, Connect: How Can Social Media Create a Better Customer Experience?
Deborah Eastman, General Manager, Business Consulting, Satmetrix
Christopher Carfi, VP, Social Business Strategy, Ant's Eye View
Kim Celestre, Senior Analyst, Forrester Research
Tristan Bishop, Senior Manager of Digital Strategy, Symantec, and
Wendy Lea, CEO,
Get Satisfaction
Facebook, Twitter, YouTube, LinkedIn... your customers are there -- are you? Are you listening to the conversation? How are you responding? Our panel of experts discusses the impact social media can have on building a better customer experience, and how a Net Promoter program can be even more successful by embracing the social world.
4:30-5:15 | Keynote:
The Evidence Linking Loyalty to Growth
Rob Markey, Partner, Bain & Company, Inc. and co-author of The Ultimate Question 2.0
New research continues to reinforce the link between NPS and growth across many industries and geographies. Rob will reveal Bain & Company’s analysis and his perspective on Net Promoter and organic growth. He will explain why each company should validate this relationship for itself, and share some tips for making an effective analysis. Finally, he will describe some of the best practices for putting NPS to work supporting investments in improvement, gleaned from Bain’s experience helping clients and members of the NPS Loyalty Forum.
Day 2 - Friday February 3
9:30-10:15 | Keynote
Creating Customer Excellence In A Virtual World
Wayne Peacock, Executive Vice President, Member Experience, USAA
The definition of customer intimacy is changing fast. As consumers demand new ways of interacting with their brands of choice, how can companies maintain the personal touch in an increasingly “virtual” world? Hear how USAA delivers service excellence in the virtual setting, ensuring that customer interactions across all channels create member delight, from contact centers to web, mobile, and social media interactions.
10:30-11:15 | Keynote
Valuing the Social Customer
Mark Grindeland, Chief Marketing Officer, TeleTech Holdings, Inc.
We've reached a tipping point in the customer revolution. Social media is giving customers the power to make or break a brand. Every interaction from sales to service is an opportunity to create a promoter or detractor. This session will focus on best practices and real world examples with specific emphasis on the economic implications of tying social activity to NPS in order to drive increases in lifetime customer value.
11:30-12:15 | Track: Getting Employees in the Game
What's The Buzz? Keeping Customers in the Conversation
Jim Parrish, CEO, Carolina Biological and
Tom Graves, Director, Customer Service, Carolina Biological
Carolina Biological, a leading supplier of science teaching materials, knows the front line is the bottom line, and that’s one reason their employees’ quick response to customers’ concerns is critical. Jim and Tom will share some of the ways the organization keeps employees engaged and emphasizes personal accountability, making service a competitive advantage and one of their key differentiators. By ensuring employees understand that regardless of their role, what they do as individuals has an impact, they’re creating a culture where everyone wants to contribute and make a difference.
11:30-12:15 | Track: Delivering Service Excellence
When The Sum Is Greater Than Its Parts – Marketing, Quality And Care
Barry Marsh Director of Technical Solutions, Customer Care, Logitech and Colleen Ritchie Vice President, Operations, TeleTech Holdings
Four years ago, Logitech overhauled their customer care program to refocus on the customer’s holistic experience. Their goal was to deliver a customer experience that differentiated their brand and drove customer engagement. To that end, they built a strategy and series of processes to ensure that Logitech brand promises were met in the customer care delivery system. Barry and Colleen will illustrate how driving in two strategic directions at the same time – concentrating on cost as well as quality – has enabled Logitech to link world-class financial performance with a world-class customer care experience.
11:30-12:15 | Track: Refining Your Program Strategy
The Seven Year Itch
Oliver Bendzsa, Senior Advisor, Marketing, Export Development Canada
In 1955, when his family goes away for the summer, a so-far-faithful husband is tempted by a beautiful neighbor, Marilyn Monroe. Much like the movie of the same name, seven years into its adoption of NPS, Export Development Canada (EDC), Canada’s export credit agency, is being tempted by a sultry business metric, financial sustainability. Will the so-far-faithful-to-customer-centricity corporation run towards the open arms of easy profits? Will customer service fall by the wayside in this challenging economic climate, when resources are increasingly stretched and companies are cutting back? Find out how EDC is managing the tricky balance between cost control and customer centricity.
11:30-12:15 | Track: Aligning Your Organization
The Proof is in the Program – Spreading NPS Across The Organization
Sanjay Mehra, Assistant Vice President, Analytics and CRM, MetLife, Inc.
When a large company has silos, it’s difficult to find a common view of customer satisfaction. But what happens when one silo experiments with NPS? Sanjay will tell us how MetLife—a company serving more than 90 million customers in over 50 countries—is combining proof points from their NPS pilot with a new organizational structure, with plans to launch NPS across all their US Business divisions over the next 12-18 months. Be sure to bring your questions to this interactive session!
1:30-2:15 | Track: Getting Employees in the Game
Delivering "Awesome"
George Todd, General Manager: Operations, iiNet Business Unit, Merchants SA
When iiNet, Australia’s second largest provider of DSL Broadband, realized they wanted to adopt a “follow the sun” strategy to provide superior support for customers 24-7, they partnered with Merchants SA to manage their new contact center in South Africa. The challenge was to design, build and operate an advanced, customer-focused contact center that would integrate seamlessly with iiNet’s culture, customer satisfaction metrics and performance criteria. George Todd will describe how NPS is used as part of an integrated strategy to build employee loyalty and engagement supporting the iiNet culture of 'Awesome Customer Service.'
1:30-2:15 | Track: Refining Your Program Strategy
Keeping It Real - Net Promoter in the Trenches
Daniel Roup, Director Growth & Market Strategy, Alcoa Inc.
The Net Promoter journey is not always an easy one, especially with a business as complex as Alcoa—twenty-five different lines of business, operating in challenging markets around the world. Dan will help you navigate potential pitfalls in your program approach by explaining how to keep a diverse organization informed, executing to strategy, and focused on results.
1:30-2:15 | Track: Delivering Service Excellence
Creating a Service Focused Culture
Brenda Worrell, Executive Vice President, Idaho Central Credit Union
Are you struggling to get your entire organization focused on service? Idaho Central’s quest to transform their culture started four years ago. The executive team knew that in order to achieve their member loyalty goals and increase team member satisfaction, they needed to find a way to eliminate the ugly parts of their culture and replace them with an employee and member-focused ethic. Brenda will share the changes they implemented throughout the Credit Union in order to make this happen, resulting in significant increases in both employee and member NPS.
1:30-2:15 | Track: Aligning Your Organization
Aligning Systems and Processes to Enable the Net Promoter Method
Regina Hancher, Director, Customer Experience, Philips Healthcare
Many companies begin with compartmentalized feedback efforts. But how do you move all of these efforts to a common platform? Looking to streamline their customer loyalty program, Philips Healthcare created an integrated system and built a consistent framework to put NPS methodology into practice. Gina Hancher will explain how Philips is using Satmetrix® Xperience to enhance their customer loyalty program and align their enterprise feedback systems and processes.
2:30-3:15 | Track: Getting Employees in the Game
Building A Customer-Focused, Customer-Centric Culture
Jim Carrillo, Manager, Zappos Customer Loyalty Team, Inc.
Zappos.com has a simple customer service mission: to provide the best service possible. Internally, they call this their “WOW philosophy.” But as their business continues to grow – and grow rapidly – how are they ensuring employees stay on board with the organization’s commitment to excellent customer service? Jim will share some of the ways in which Zappos.com is reinforcing their culture of customer centricity, and ensuring team members have the tools they need to excel at what they do.
2:30-3:15 | Track: Refining Your Program Strategy
Getting Promoters to Speak Out – Driving Advocacy With The Right Targeting Strategy
Richard DeLisi, Senior Director, Corporate Executive Board (CEB)
Word of mouth is among the most powerful advocacy tools for targeting new buyers. But what if only a small portion of your promoters are actively speaking out about your brand? You may be leaving behind a "silent majority" of highly-loyal customers who don’t actively recommend. Rick will share recent research on advocacy from small business markets, and will show how expanding your pool of active promoters is easier than you might think once you change the way you view your advocacy strategy.
2:30-3:15 | Track: Delivering Service Excellence
Playing to a Tough Crowd
Joshua Cooper, Manager, Customer Insights, Guitar Center
Guitar Center is the world’s largest seller of musical instruments, with 220+ retail stores in the United States. That’s the good news. But as Joshua Cooper will explain, that can also present challenges when your clientele ranges from extremely knowledgeable, demanding and passionate musicians to mothers looking to buy a first guitar for their 8-year old. How do you engage your employees to ensure they’re delivering the same level of service, regardless of the customer’s profile? Joshua will talk about some of the unique systems Guitar Center has developed to deliver in-tune service to their customers – from tailored training to their “Open Ears” branded feedback program.
2:30-3:15 | Track: Aligning Your Organization
Communicating The Big Picture in Small Increments
Renee Karson, Vice President, Customer Insights, Corporate Strategy and Development, CenturyLink and Bradley Hughes, Director, Corporate Strategy, CenturyLink
Telecommunications provider CenturyLink, has had lots of employee communications lately, as four companies have become one within a very short period of time. Renee and Brad will talk about some of the challenges faced in integrating Net Promoter into the fabric of the new organization, and their strategy for communicating change that helps employees understand this is not “just another satisfaction metric,” but a way to move the organization’s culture forward while staying true to its vision and values.
3:30-4:00 | Keynote
Employee NPS: Developing Promoters from Within
Fred Reichheld, author of The Ultimate Question 2.0
Devoted and engaged employees are prerequisite to turning customers into promoters. Employees who themselves are promoters reduce expenses, innovate, treat customers right, and find ways for the company to thrive. Where should employee NPS fit into your overall Net Promoter system? How does the employee’s relationship with both the company and their individual manager affect their loyalty? What does it take to create employee promoters? Fred will outline the ways leading edge customer-centric organizations are incorporating employees in the NPS equation.
4:00-4:45 | Keynote
Fanatical Support® Starts at the Top
Lanham Napier, CEO, Rackspace
Fanatical Support has made Rackspace the service leader in the hosting and cloud computing industry, delivering enterprise-level hosting services to more than 150,000 customers. NPS is at the core of the company’s culture, operating at every level from the board and C-suite to the front line: the CEO closes the loop with customers that respond to NPS surveys, board meetings include customer visits, and team members are hired based not only on their technical expertise but on their desire to serve. Lanham will explain why Rackspace focuses on customer and employee NPS first, even before financial results. He will also share how this intense focus on turning customers and employees into Promoters is a philosophy that drives powerful financial advantages.
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