I know travel budgets are tight, but if I were you I wouldn’t miss the opportunity to join us in San Francisco the last week of January for the 2009 NPS Conference. After all, referral from loyal customers may be the only way many companies can grow in this difficult economy. So NPS is more timely than ever, and the San Francisco conference should be a great investment.
Walt Bettinger, CEO of Charles Schwab, will kick off the meeting with the story of Schwab’s remarkable NPS-powered turnaround. You may have noticed Schwab’s full-page advertisements in the Wall Street Journal, New York Times, and elsewhere showing how the company is outstripping the competition in terms of growth. Walt will take you behind the scenes and explain how his firm improved its Net Promoter Score by 50 points and so revitalized its growth.
Tony Hsieh, CEO of Zappos.com will be reviewing his successful strategy for growing this internet shoe retailer to more than $1 billion in sales by earning superior customer loyalty. One doesn’t often hear the terms internet retailing and superior service in the same breath, but Zappos has shown that this formula does work, even in today’s tough economic environment. Hsieh doesn’t even measure average customer hold time for his phone reps because that might distract the reps from their primary mission: providing such outstanding customer service that customers become promoters for life. Instead of devoting large amounts to marketing and advertising, Zappos gets better revenue results by spending that money on delivering superior service.
David Henry, CMO of Logitech, will also be joining us in San Francisco to explain how he has integrated NPS into the engineering and product-focused culture of this computer peripherals superstar. Brand management at Logitech really boils down to figuring out how to ensure that the vast majority of customers for their various brands actively recommend to friends. You will learn how Logitech is dealing with the challenges of channel management, product development, and customer support—all with the help of the Net Promoter management framework.
And before I run out of space, I have to mention that Brad Smith, CEO of Intuit will be describing his firm’s progress with NPS. Since Intuit was one of the first firms in the world to adopt NPS, Brad’s presentation will be particularly enlightening to those who are only one or two years into their Net Promoter journey. Incidentally, if you’re wondering whether NPS can be helpful to your career, Brad ran the division at Intuit that most effectively embraced the Net Promoter tools and framework—and his rise through the ranks has been meteoric.
Now I have run out of space, so I can’t fully comment on the more than a dozen other speakers from firms like eBay, Swiss Reinsurance, GE Healthcare, MARS, PWC, Bain…the list goes on. This group represents the strongest lineup of any NPS conference since our first conference two years ago. And with the exponential expansion in the experience from the Net Promoter community to be shared at breakout sessions, over meals, and in the halls, you just can’t afford to miss out. If you believe customer loyalty is the most efficient way to grow, particularly now, don’t make the mistake of missing this event. Hope to see you there!
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