Satmetrix Press Release
Industry Leaders to Discuss the Future of Customer Experience at the Fourth Annual Satmetrix Net Promoter Conference
Conference to Highlight How Companies including Southwest Airlines, Progressive, American Express are Responding to Changing Customer Expectations
San Mateo, Calif. —January 12, 2010 — Satmetrix, the Net Promoter® Company, will hold its fourth annual Net Promoter Conference Feb. 1-2, 2010 at the Grand Hyatt New York. Executives from leading companies will join industry experts to discuss best practices for delivering a differentiated customer experience in a rapidly evolving business environment. The conference will provide insights and ideas for launching or re-energizing a customer experience strategy to increase customer loyalty and drive profitable growth.
The program will feature over 30 sessions with interactive Q&A, industry-specific breakouts, and keynotes from executives who have used the Net Promoter approach to improve customer loyalty and business performance. Among conference speakers are:
- Fred Reichheld, author, The Ultimate Question
- Steve Bonner, President and CEO, Cancer Treatment Centers of America
- S. Wayne Peacock, Executive Vice President, Enterprise Business Operations, USAA
- Jeanne Bliss, President, CustomerBLISS and author, I Love You More Than My Dog
- Fred Taylor, Jr., Senior Manager, Proactive Customer Service Communications, Southwest Airlines
- Dr. Laura Brooks, Vice President of Research and Business Consulting, Satmetrix, and co-author, Answering the Ultimate Question
- Susan Sobbot, President, American Express OPEN
- Isabelle M. Conner, Global Head of Marketing, ING Group
- Linda Verba, Executive Vice President, Store Operations and Service Programs, TD Bank
- John Marcante, Principal, High Net Worth Services, Vanguard
- Rob Markey, Global Head of Customer Strategy and Marketing Practice, Bain & Company
- Eric Murphy, Chief Marketing and Sales Officer, Ingenix
- Richard Watts, General Manger, Progressive Corporation
- Richard Owen, CEO, Satmetrix and co-author, Answering the Ultimate Question
Topics will include: customer experience in the new decade; driving extreme customer loyalty; critically assessing your customer feedback program; and customer experience in the financial services, health care, telecommunications, technology, and business services industries.
In addition to the conference, Satmetrix will hold the Net Promoter Certification Course February 3-5. The course is an intensive workshop for leaders and team members responsible for customer experience and customer feedback in corporations. It highlights best practices using a combination of lectures, case studies, and team-based problem solving.
To learn more about the conference and certification or request an invitation to attend, visit: http://conference.netpromoter.com/npc/nyc2010/
About Net Promoter
Net Promoter® is both a loyalty metric and a discipline for using customer feedback to fuel profitable growth in your business. Developed by Satmetrix, Bain & Company, and Fred Reichheld, the concept was first popularized through Reichheld’s book The Ultimate Question, and further explored by Richard Owen and Dr. Laura Brooks in Answering the Ultimate Question, which takes an in-depth look at how leading companies are using Net Promoter to drive business improvements around the customer experience. Net Promoter has been embraced by leading companies worldwide as the standard for measuring and improving customer loyalty.
About Satmetrix
Satmetrix, the Net Promoter Company, delivers customer experience programs that increase retention, repurchase and referrals. Satmetrix is the only company to combine innovative technology and proven expertise to mobilize organizations to act on customer feedback at every touch point. While most programs focus on measuring satisfaction, Satmetrix focuses on creating loyal customers by delivering real-time customer feedback to every employee, developing business processes that create a differentiated customer experience, and identifying key areas for improvement. Some of Satmetrix global clients include Experian, Orange Business Services, Symantec and Virgin Media. In addition to more than 700 enterprise deployments in 40 languages, we offer a range of services for Net Promoter professionals and maintain the online community netpromoter.com. For more information, visit www.satmetrix.com, or call 1-888-800-2313 in the US or +44 (0) 845-371-1040 in Europe.
Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.
©2000-2011 Satmetrix Systems, Inc. All rights reserved. Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.