Scott Smith: Conference Opening - Martin Green

We are kicking off the Net Promoter Conference here in London at the Park Lane Hotel with introductions from Satmetrix's Martin Green, Managing Director - EMEA. He kicked off the meeting with the one big feedback item from the first NP conference in New York in January: more information about how to implement a successful NP program.

Since the theme of this conference is “driving results with the NP Discipline” it is only appropriate to talk about the framework that drives NP results. So what is the NP discipline? There are four main areas:

•          Organizational Alignment: gaining alignment and preparing the organization

•          System Infrastructure: building the system infrastructure to support collection and distribution of customer feedback

•          Process Integration: integrating loyalty data into your employees day to day business practices

•          All of this must be build on a foundation of executive sponsorship, setting the tone from the top by truly driving a customer centric culture throughout the organization

But you will be seeing more about this in other blogs about the presentations from the conference.

Martin also shared some insights into the Net Promoter community and the conference in general. First, there are over 5000 members registered on the NetPromoter.com web site. At the conference, were again, like New York Net Promoter Conference, more than 200 people from 23 countries with strong representation from the telecom and financial services industries.

Looking at the conference agenda, it looks like it will be exciting. Wish you were here.