Net Promoter Conference Miami 2008

Understanding Customer Value to Drive Growth – Emilia Brad

Dr. Laura Brooks, VP of Methodology and Consulting for Satmetrix, presented on the topic of customer value, highlighting the value of Word-of-Mouth (WOM) advertising and the importance of employee engagement to foster customer loyalty. 

Focusing Employees on Member Wow – Emilia Brad

How do you grow at double the rate of your industry with a $0 Marketing spend? Diana Dykstra, CEO of the San Francisco Fire Credit Union, shared her story of driving growth through a focus on customer loyalty and employee engagement. 

Using Net Promoter to Drive Organizational Learning - Emilia Brad

Rob Markey, Partner and Head of Global Customer Strategy Practice with Bain & Company, spoke about using NPS to drive organizational learning at three levels:

1. Executive or strategic
2. Management or process
3. Front-line employee

Fostering Hospital Practices that Drive Patient Loyalty – Emilia Brad

Peggy Kurusz and Mary Ellen Griffin of Ascension Health, the nation’s largest Catholic nonprofit health system, discussed how NPS is used by their organization to focus attention on the patient experience. Specifically, the presentation described how St. Joseph Hospital, one of the top performing member hospitals, uses the Adaptive Design technique to drive process improvements.