Net Promoter Conference Europe 2008

The Voice You Can’t Ignore: Using NPS to Deepen the Conversation with Key Business Partners - Lenna Mariana

How did an organization with a complex business arrangement that spans 4 continents, 18 countries and 110 business areas capture the voices of their key business partners? This is the story of HSBC’s Net Promoter journey shared by Dr. Halina Miglus, Head of Customer Experience for HSBC Global Resourcing.

The Logical Choice: Generating Buy-In with Real-Word Data - Kip Knight

Glenn Rogers, Director, Customer Experience, at Logitech presented a compelling business case based on his experience at Logitech on how NPS data can be used to prioritize and guide new product development as well as help transform a product focused culture into a consumer oriented one.

As background, Logitech is one of the leading providers of computer accessories (such as keyboards, mice, webcams, etc) in addition to a growing array of other popular consumer electronic products (such as Harmony, a no-brainer remote control that works with a wide variety of DVD players, TV’s, etc). 

Driving Customer Led Growth through SMART Executive Sponsorship - Kip Knight

I really enjoyed hearing Jana Eggers, the CEO for Spreadshirt, share her thoughts and “lessons learned” about NPS. A lot of what she shared can be applied directly to other businesses considering NPS as a key part of how they listen and respond to their customers.

One of the first things I learned during Jana’s presentation was about Spreadshirt, the company she’s managing as CEO. Spreadshirt is an internet enabled company that’s a worldwide leader for creative, personalized apparel. It was started by a grad student in 2002 in Germany and has since grown to over 250 employees. 

Building Trusted Partnerships that Drive Word of Mouth - Deborah Eastman

Dr. Laura Brooks from Satmetrix discussed the importance of building trusted relationships with customers and employees and how that results in the economics of word of mouth. 

She started with recent research in high tech, financial services and telecommunication industries that showed trusted relationships had a stronger correlation to recommend scores then product or service performance. This was true of vendors with both one-off point solutions as well as broader solutions. Product innovation is not sufficient, buyers want a trusted partnership.