Agenda

Net Promoter Tag – Customer Experience
Düsseldorf

Tuesday | 30 November 2010

starting 09:00 Registration and Networking Coffee

10:00 Welcome

James Young (Satmetrix), Moderator

10:10 Richard Owen, CEO SATMETRIX
Breakthrough Experiences: Expect the Unexpected

10: 50 Stefan Osthaus, VP Customer Experience SYMANTEC
Energising your customer experience and loyalty programmes

11:30 Peter Amend, President, Austria and SE Europe CARL ZEISS
The Value of Detractors

12:10 James Young, Regional Director – Central Europe SATMETRIX
Key success factors of a Net Promoter programme

Networking Lunch 12:40 – 14:00

14:00 Marc Berendes, Director of Enterprise Solutions Area Europe ABBOTT
The Proof is in the Programme: Incremental Steps to Success

14:40 Franz Maier, Executive Vice President INSTITUT STRAUMANN
Net Promoter® Score as the core of a customer oriented Service-Organisation

15:20 – 16:00 Panel Discussion
Jan van Riet, Managing Partner BENNING
Gerlof Toenhake, Director Customer Relationship Management BALL PACKAGING
Bettina Schmidt-Smylla, Director Business Development/Marketing BÜHLER

16:00 Martin Green, Vice President EMEA SATMETRIX
Closing Remarks

Networking Reception 16:15 – 18:00