Net Promoter Conference 2007 Blog

Deb Eastman: A Morning at the Net Promoter Conference

The Net Promoter conference is off and running with a full house. We are sitting in a packed room with eager students ready to learn about how companies are applying Net Promoter to drive business performance. Richard Owen shared with us the demographics of our fellow attendees representing several industries from financial services, pharma, consumer goods, industrial and tech companies from all regions of the world including representatives from Latin America, Europe, North America and Australia. The buzz of Net Promoter is clearly spreading across the world.

After a warm welcome from the Satmetrix executives, we got started with Laura DeSoto, SVP of Innovation & Synergy at Experian.

John Williams: Are You “Experian-ced?”

We’re all accustomed to hearing about success stories at business conferences, but Laura DeSoto, SVP of Innovation and Synergy at Experian, presented the real deal this morning. She told a story about Experian’s “client promise initiative” which, following lots of hard work and the engagement of 2,000 employees, resulted in more than a doubling of Experian’s NPS scores and “double-digit” increases in revenue and profits over the most recent six quarters.

Andy Sernovitz: Big Idea #1

From Experian's Laura DeSoto: Include the NPS for each of your customers in their records, so your entire organization can see how well they are being served (or how well they feel they are being served.