Conference Bloggers

  • Dr. Laura Brooks, Vice President, Business Consulting and Methodology, Satmetrix
  • Alison Davidge, Senior Account Manager, Satmetrix
  • Deb Eastman, CMO, Satmetrix
  • Mel Jugdev, Senior Account Manager, Satmetrix
  • Tom Kehler, Vice President, General Manager Community, Satmetrix
  • Kip Knight, Vice President of Marketing, eBay
  • Crispin Manners, Director of Service Innovation, Kaizo
  • Lenna Mariana, Principal Business Consultant, Satmetrix
  • Dr. Paul Marsden, Director, Clickadvisor.com
  • Richard Moss, Executive Vice President - European Brand Programmes, Weber Shandwick
  • Alan Woollam, Director, Xperience Associates

Lenna Mariana

The Promises You Keep: Making NPS Operational at Every Touch Point- Lenna Mariana

Virgin Media launched their Net Promoter Program in 2007. Sean Risebrow, Director of Customer Experience at Virgin Media, is at the helm of the program, and he was at the conference to share their experiences and how they operationalised NPS the Virgin way. To date, they have collected 250,000 responses and are still actively collecting and taking actions driven by their customers’ insights.

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Posted at 07:22 PM in B2C, Lenna Mariana, Virgin Media | | Comments (0)

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.

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Posted at 11:50 PM in B2B, HSBC Global Resourcing, Lenna Mariana | | Comments (0)