Net Promoter Conference Europe 2008

Don't Just Identify Promoters - Activate Them - Crispin Manners

One of the strengths of Net Promoter is its simplicity. It’s incredibly easy to ask the ultimate question and to use the answers as a helpful business benchmark. But this simplicity is also its weakness if organisations don’t use it as originally designed by Fred Reichheld and Satmetrix – to be an enabler for business improvement. A lot of people I spoke to yesterday are using NPS to identify detractors and to remove the sources of detraction. This makes a lot of sense because research shows that detractors can be more influential than promoters. Indeed work at the London School of Economics shows that one negative recommendation takes up to four positive ones to counter it http://www.lse.ac.uk/collections/pressAndInformationOffice/PDF/AdvocacyDrivesGrowth_5-9-05.pdf

Building a Global Community of Enthusiasts - Tom Kehler

Conny Kalcher from LEGO Company addressed the topic of growing brand ambassadors.  The name LEGO comes from Danish words that mean “play well,” and most agree that LEGO makes that a driving passion for the company as well as for the customer/consumer.  Did you know that there are 52 LEGO bricks for every person on earth? In many cultures, when the idea of creative play is discussed, LEGO enters the conversation. 

Building a Global Community of Enthusiasts - Alison Davidge

From the presentation delivered by Conny Kalcher from LEGO Company, there were a number of points made from which you could choose a key takeaway such as...working for LEGO is so cool! to the importance of understanding your customer affinity groups and how to segment them.

However, for me there was one comment that stood out from all the others Conny made: "Listening to the customer is a commitment to taking action."