Net Promoter Conference Europe 2008

Designing for Action - Alison Davidge

Normally, I pity the final speaker on the final day of any conference. What a tough job to keep the interest of an exhausted, data-overloaded crowd…unless, of course, it's the Net Promoter Conference and your name is Fred Reichheld! So instead, I felt sorry for the presenters in penultimate slots, well, except for my colleague, Deborah Eastman, Satmetrix's CMO. I have to confess to the fact that I believe she is one of the most engaging and inspirational presenters I have ever had the pleasure of introducing (and working with!). She often gets picked to present in the penultimate/final slot because she knows how to engage even a tired and flagging audience. And on Thursday, she did not disappoint!

Measuring What Matters - Alison Davidge

Part of my role at the conference, as well as blogging, included introducing some of my Satmetrix colleagues who were presenting on the Programme Design track. This kicked off with Henry Jones, our UK Managing Director who was focusing on who, how and what you should measure in your NPS program.

Now, I'm not going to spend a lot of words in describing the presentation itself, but instead focus on some key points that came out in questions from the audience.

Competitive and Cross-Cultural Benchmarking - Melanie Jugdev

So, you have measured Net Promoter. It's taken time to launch globally, and now the results are out.  What are some of the first questions you get from the CEO and regional teams? Do any of these sound familiar… “Is this a good score”, “what about the competitors” and “what are the results for the other regions”?