Net Promoter Conference Europe 2008

A Fresh Perspective: How NPS Has Shaken Up the Status Quo and Delivered Results - Q&A with Fred Reichheld - Tom Kehler

Fred Reichheld has been thinking about the link between customer loyalty and a company’s financial performance for 30 years. Somehow recently Fred has sparked a negative response from the market research community. So there you have it, a picture of Fred as the devil. Fred makes the point that Net Promoter is not intended to be the world’s best predictor of future performance. Perhaps the best predictor of future performance is superior management based on intense focus on the customer. NPS is a tool for managers to drive a customer-centered strategy. That indeed is likely to lead to improved performance in the future.

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.

Using NPS to Drive Global Focus - Tom Kehler

Allianz is one of the world’s largest insurance and financial services company. Their Customer Focus program is dedicated to creating a superior customer experience that maximizes customer loyalty, resulting in increased referrals, retention and cross-selling, profitable growth, and increased value for shareholders. Andrew Clayton, VP and Operations Director for Allianz, discussed their program.

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.