Net Promoter Conference Europe 2008

The NPS Conference Re-Charged My Batteries - Alan Woollam

There are times during the year when convincing folk to take their first loyalty steps can seem almost as tough as trying to solve world hunger. So I was delighted to see so many companies eating well at the Net Promoter Conference in London. I was particularly encouraged to see more focus on leveraging promotors this year. Some companies get so embroiled in identifying and acting upon the root causes of detraction that they forget about leveraging their promotors. Aon highlighted major wins from referrals, saying "we are never too shy to ask for referrals." Creating communities is also a growing tactic to tap into a wealth of information promotors are only too willing to share, and they feel more valued as a result.

Back to the Future: Driving Growth in One of London's Oldest Industries

Question: Why does the insurance industry use so many acronyms?

Peter Harmer, CEO at Aon UK suggests: "Could it be that insurance professionals are inarticulate, lazy or have bad memories?"

As designed, Peter's self-posed question and response ellicited a nice ripple of laughter from the audience but if Peter is indicative of other insurance professionals then I wouldn't believe a word of it. Serious, yes, but with a dry sense of humour. Confident, yes, but with a healthy streak of humility. Focused on the customer? Absolutely!