Satmetrix Press Release
Loyalty Professionals Share Best Practices at First Ever European Net Promoter® Conference
LONDON and FOSTER CITY, Calif., — June 28, 2007 — Executives attending the inaugural Net Promoter® European Conference, which concluded today at The Sheraton Park Lane Hotel in London, were presented with practical approaches for improving customer loyalty using the Net Promoter Discipline. The conference, aimed at business leaders responsible for improving customer loyalty and revenue growth, included speeches by executives at leading firms using Net Promoter including GE, IBM Enterprise Content Management, HSBC, Swiss Reinsurance, T-Mobile International, LEGO Company, De La Rue, Groupe Neuf Cegetel, and Aggreko Plc. To read summaries of sessions from the conference, and to learn more about Net Promoter, please visit: www.netpromoter.com.
Easily understood from boardroom to individual employee, Net Promoter has caught the attention of companies around the world. Interest in Net Promoter as an overall measure of customer loyalty has grown rapidly since the publication of "The Ultimate Question," the best-selling book by Fred Reichheld, noted loyalty expert and Bain & Company Fellow. Conference sponsor, Satmetrix, co-developed Net Promoter with Mr. Reichheld and has been actively involved in educating business markets on its use and helping companies implement it within their operations.
"Traditionally, companies grow by entering new markets or adding new products. Net Promoter supports our organic growth agenda," said Bernhard Klein Wassink, Senior Vice President of Global Marketing for GE Real Estate. "In 2006, GE Real Estate's organic growth came in at 196 percent of our revenue target. Net Promoter accounted for more than a quarter of that growth. Other benefits we got from implementing Net Promoter programs included a differentiated position among our competitors, and a tool to meaningfully impact what our brand stands for."
Four key pillars of success were defined in presentations by end users and conference sponsor Satmetrix that encompassed best practices for the Net Promoter Discipline:
Executive Foundation — The behaviour of high-level executives on the topic of customer loyalty, both in terms of communication and executive action;
Organisational Alignment — The degree to which employees embrace the loyalty programme and its philosophy, along with policies that support customer-centricity;
System Infrastructure — Using information systems to collect, analyse, and report on customer feedback;
Process Integration — Incorporating customer feedback into core business processes and workflows to motivate employees to respond knowledgeably to customer needs.
"What was clear throughout the conference and also borne out of our recent research on loyalty best practices, is that Net Promoter offers a compelling approach for driving improvements in customer loyalty and value when implemented as a discipline," said Dr. Laura Brooks, co-developer of Net Promoter and vice president of methodology and consulting at Satmetrix. "Companies that distinguish themselves take action on customer feedback; distribute customer insights and get employees actively engaged to improve company operations; understand how customer feedback connects to financial and operational data; and benchmark their success relative to competitors."
About Net Promoter
Net Promoter is gaining rapid adoption in the business community. It is a simple way to determine the value of customer relationships using a simple and radical question: Would you recommend us to a friend or colleague? It allows companies to track promoters and detractors within their customer base and drive improvements in customer experience that increase loyalty and business performance.
For more information about Net Promoter and the European Conference, and to read summaries of sessions from this week's conference as well as February's New York Conference, please visit: www.netpromoter.com.
About Satmetrix
Satmetrix is the leading global provider of on-demand software applications and consulting services to measurably improve customer loyalty. The company's solutions support enterprise-level programmes to gather trustworthy data on customer experience, derive actionable insights, and integrate this information into the daily work flow of employees throughout the organisation. The company has deployed more than 700 enterprise solutions in 40 languages. For more information visit www.satmetrix.com, or call 1-650-227-8300 in the US or +44 (0) 845-371-1040 in the UK and Europe.