Welcome
Couldn't make it to the European Net Promoter Conference, taking place in London, April 30 - May 1, 2008? Then check out this Conference blog. Postings were made live from the conference.
For more Net Promoter learnings, check out the Miami Conference 2008 blog, European Conference 2007 blog, and New York 2007 Conference blog.
For blogger bios, click link below.
Dr. Laura Brooks, Vice President, Business Consulting and Methodology, Satmetrix
Dr. Laura Brooks is the co-creator the Net Promoter metric with Fred Reichheld and Bain & Company. Years of research and collection of "Recommend" scores and follow-on purchase behavior across multiple industries led Dr. Brooks and Mr. Reichheld to discover and quantify the power of Net Promoter. Since the publication of the seminal article on Net Promoter in Harvard Business Review in 2003, Dr. Brooks has worked extensively with leading companies in creating an effective Net Promoter Discipline that delivers results.
She and her methodology team continue to pursue leading edge research into Net Promoter, including published studies on credit unions and cultural differences in customer loyalty surveys and Net Promoter Scores. Dr. Brooks holds a Ph.D. in Industrial/Organizational Psychology from Rice University and a BS degree in Psychology from Duke University.
Alison Davidge, Senior Account Manager, Satmetrix
Since joining Satmetrix 3 years ago, Alison Davidge has worked with major clients across several industries to develop global customer experience strategies and implement operational customer feedback systems and processes. Ms. Davidge’s 12 years of experience in customer management prior to joining Satmetrix included work on both the client and agency side, working with global companies in a wide range of markets including telecoms, financial, automotive, entertainment, FMCG, and not-for-profit.
Her roles have covered account management, marketing, and operational implementation for marketing, communications, and contact centre focused initiatives and programmes. She has a BA (Hons) degree from Goldsmiths College, University of London and also holds the IDM Diploma of Direct Marketing.
Deborah Eastman, Chief Marketing Officer, Satmetrix
Deborah Eastman leads the global marketing efforts of Satmetrix, the co-developer of Net Promoter and the leading global provider of applications and consulting services to measurably improve customer loyalty. She brings extensive experience in marketing, sales, and strategic business development. She has spent her career working with customers to deliver solutions that leverage new technology to drive improved business performance.
Prior to joining Satmetrix, Ms. Eastman was the Managing Principal of Windward Solutions, providing advisory services to business-to-business marketing professionals. Previously, she was Executive Vice President of Sales & Marketing and Chief Marketing Officer for Biz360, an information services company that provides Market Intelligence to marketing executives. Before joining Biz360, Deborah served as a Vice President and Managing Director at BearingPoint (formerly KPMG Consulting), where she held a number of global leadership positions including marketing, global accounts and strategic partnership development.
Melanie Jugdev, Senior Account Manager, Satmetrix
Melanie Jugdev has spent the past 10 years in the customer loyalty space, both on client and supplier side. She has extensive experience helping large multi-nationals execute customer and employee loyalty programmes that deliver strategic insight to top management as well as tactical feedback to the front line. Ms. Jugdev’s experience spans industries such as hospitality, finance, travel and tourism, and manufacturing.
She is a classically trained researcher who has recently “converted” to the Net Promoter philosophy, and is a firm believer that the discipline can help businesses improve their operational performance and deepen customer relationships. She has a post graduate diploma in Social Statistics from Swinburne University in Melbourne, Australia.
Tom Kehler, Vice President General Manager Community Solutions, Satmetrix
Prior to the merger with Satmetrix, Dr. Tom Kehler was Chairman and Founder of Informative. Previously, he was Chairman and CEO of Recipio, a company that developed and marketed the technology platform for Adaptive Conversations ® and relationship marketing platform acquired by Informative. Before Recipio, he was CEO of Connect, Inc. (CNKT), which pioneered application software for Internet-based e-commerce. Connect led the charge of building large-scale e-commerce applications for major brands. He also was Chairman and CEO of IntelliCorp (INAI), the leading provider of application development software that incorporated expert systems, artificial intelligence, and object oriented programming. Dr. Kehler has served on the Information Technology Advisory Board of the National Research Council. He received a Ph.D. in applied physics from Drexel University.
Kip Knight, Vice President of Marketing,eBay
Kip Knight has worked at eBay, the world’s largest online shopping site with over 200 million users and sites in 33 countries, since 2002, holding various marketing and general management roles on both the U.S. and international businesses, including regional Vice President and the Head of International Marketing and Category Management.
Over the past 25 years, Mr. Knight has worked in over 80 countries around the world. He spent 10 years in Brand Management at Procter and Gamble in charge of brands such as Ivory Soap as well as working on the development and launch of new food and beverage brands such as Olestra. He also worked in PepsiCo's international restaurant division where he served as General Manager of North Latin America, head of marketing for KFC International, and Chief Marketing Officer for Taco Bell. He earned his B.S. degree from LSU in marketing and his MBA from the University of Cincinnati.
Crispin Manners, Director of Service Innovation, Kaizo
Crispin Manners is a recognised authority in harnessing the power of Word-of-Mouth as part of an integrated communications strategy. He has over 25 years experience in delivering PR solutions for brands as diverse as 3Com, Simple, and Unilever, and is the creator of the award-winning communications planning and management regime – ValueFlow – that won Kaizo the accolade of the UK’s Innovative Company of the Year in 2003. Mr. Manners has used NPS as a foundation research technique for consumer "listening" and consumer engagement methodologies with Kaizo clients.
Crispin is the immediate past Chairman of the Public Relations Consultants Association (PRCA), a Fellow of the Chartered Institute of Public Relations (CIPR), a Freeman of the Guild of PR Practitioners, and Chairman elect of the European region of the Worldcom PR Group.
Lenna Mariana, Principal Business Consultant, Satmetrix
Lenna Mariana is responsible for helping Satmetrix clients design, develop, and execute successful global Net Promoter programme strategies and is an advisor to some of the most influential businesses in Europe. Prior to Satmetrix, she has over 10 years experience leading and delivering strategic consulting engagements focused on customer insight analytics and performance management.
Ms. Marianna is an innovative problem solver, with a passion for helping clients make distinctive, lasting, and substantial performance improvements. She is a certified Prince 2 Consultant and holds an MBA in Strategy from the University of Bath, UK.
Dr. Paul Marsden, Director, Clickadvisor.com
Dr. Paul Marsden heads up Clickadvisor, the digital insight division of the London-based innovation consultancy Brand Genetics. A specialist in Net Promoter Score and the role of brand advocacy in successful innovation, Dr. Marsden led the London School of Economics team that validated the link between the Net Promoter Score and business performance in the UK. With an online research career spanning 10 years, he co-founded the successful web research agency Brainjuicer.com, and has conducted innovation research for wide range of leading brands including Astra-Zeneca, American Express, GSK, Coty, Nokia, Siemens, and Unilever. He is author of the business book, Connected Marketing and has a PhD (psychology) in word of mouth influence.
Richard Moss, Executive Vice President - European Brand Programmes, Weber Shandwick
Richard Moss is responsible for the development and delivery of Weber Shandwick’s brand building capabilities across Europe, with a focus on brand advocacy and engagement. He started his career in FMCG marketing, spending 14 years looking after major brands including Robinsons Soft Drinks, Carlsberg, and Andrex Tissues. Mr. Moss then moved to RHM where he was responsible for the marketing of their owned cake brands.
Since moving into PR in 1999, Richard has consulted on brand strategies across many sectors. He developed the “Sharksuit” campaign for Speedo International, identified by the UK’s Marketing Magazine as one of the top ten Olympic brand campaigns of all time. For Procter & Gamble he oversaw the stabilisation of the Sunny Delight brand following widespread issues soon after launch. And for Invista he has played a key role advising on the development of their LYCRA® brand. Mr. Moss is a Fellow of the Chartered Institute of Marketing and a Freeman of the Worshipful Company of Marketors.
Alan Woollam, Director, Xperience Associates
Alan Woollam founded Xperience Associates in 2006 to provide customer experience consulting services to leading companies. He has advised the senior management of organisations including Shell International, Nokia, and Hewlett Packard. Prior to forming Xperience Associates, he held a number of global positions championing customer loyalty in The Americas, Asia, and Europe. At Digital Equipment he led several customer loyalty programmes, and at Compaq he served as Customer Advocacy Manager for Europe, Middle East, and Africa following the merger with Hewlett Packard. He has extensive experience leading in-house market research to provide actionable insight and developing customer & channel partner loyalty programmes to deliver business benefits. He holds a Masters degree in Industrial Engineering and Management from Cranfield University.
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