Net Promoter Conference Europe 2008

Investing in Community and NPS to Drive Customer Loyalty - Tom Kehler

Kip Knight, Vice President of Marketing at eBay, spoke about Investing in Community and NPS to Drive Customer Loyalty. 248 million people are registered on eBay creating a worldwide online marketplace.  Over 1.3 million people make all or part of their living on eBay. eBay defines community as everyone who has a relationship with eBay including buyers, sellers, employees, and users of Skype to select a few examples. eBay sees community as a strategic differentiator. Members actively engaged with eBay have a higher NPS, sell more, buy more and in general are more valuable customers.

Investing in Community and NPS to Drive Customer Loyalty - Alison Davidge

Having completed the first day of the conference, it certainly feels that the subject of communities is a growing concept for developing deeper relationships with customers; and a customer community perspective is a perfect partner to a more established loyalty program. Communities and the relationship with NPS were also the focus of the start to Day 2, articulated by a great speaker and veteran of the community concept, Kip Knight from eBay.