Laura L. Brooks, PhD 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. Richard Owen Richard has spent his career helping businesses focus on customer experience. He began as a consultant with KPMG Management Consulting and Regis McKenna, where he advised clients including Hewlett Packard and Apple Computer on marketing strategy and customer data. After earning an MBA at MIT Sloan, Richard spent the 1990's with Dell Computer in various operational and General Manager roles. He ultimately took global responsibility for development of Dell's online commerce and e-support operations, building the largest and most successful online customer experience of its day. By the turn of the century, over 50% of Dell's business was conducted via the Internet and millions of customers interacted with the company through its extranets and online support systems. Richard joined Satmetrix as CEO in the fall of 2003 following the successful sale of Nasdaq-listed AvantGo where he also served as CEO. At Satmetrix, Richard divides his time between operational responsibilities and advising executives at the world's leading companies on how to implement a successful Net Promoter® program.