Over 450 customer experience professionals gathered in New York at the Net Promoter Conference to discuss customer experience trends for the new decade.
Hundreds of tweets were published. Here are the most notable ones.
2. Over 450 customer experience professionals gathered in New York to discuss customer experience trends for the new decade. Hundreds of tweets were published. Here are the most notable ones:
3. DAY 1: Richard Owen, Satmetrix CEO Customer Experience in the New Decade: What Will They Think of Next?
4. Innovation in the market comes from redefining what customers want - then exceeding expectations @ hinnant Richard Owen quoting Sam Walton on how to innovate: “Swim upstream. Go the other way and ignore the conventional wisdom.” @ NetPromoter Understand your existing "zone of tolerance" and develop ideas outside of it. @ laurenmizzou
5. DAY 1: Richard Watts, GM, Progressive Corporation Enlightened Process Design: What Your Front Line Already Knows
6. Verbatims on NPS is a treasure trove of information. Who cares what your score is...what are your customers SAYING! @ denisewymore "would you do that to your mum?” As rallying cry to determine how to improve customer experience @ WF_Institute
7. DAY 1: Eric Murphy, Ingenix CMO A Positive Disruption The Call to Change Your Organization's DNA
8. “ We had clients that wanted kitchens and we were selling them pots and pans." - Eric Murphy, Ingenix @ denisewymore
9. DAY 1: Julia Gomez, JetBlue Airlines Tuning up Employee Engagement
10. JetBlue’s priority is Crew Member NPS right now, since the Valentine’s Day Massacre. Smart. @ denisewymore Why JetBlue works: Exec bonuses are linked to whether employees would recommend working there. @ amybermar People will forget what u said, people will forget what u did BUT people never forget how you made them feel @ menceloteh
11. DAY 1: Simon Lowe, 1-800-GOT-JUNK? Using NPS to Make the Ordinary Extraordinary
12. When you can remember your customer’s cat’s name, you know you are building loyalty & passion about your business Leadership completely bought NPS and is prepared to weave into the fabric of the company. @ NetPromoter
13. DAY 1: Deborah Eastman, Satmetrix CMO Increasing Retention and Repurchase Through an Integrated Account Management Program
14. customer loyalty program is about dialog not the score, the score comes from the actions we make action has to come at all levels throughout the organization to be effective at transforming the relationship @ NetPromoter
15. DAY 1: Michele Berman, VeriSign Refining the Feedback Process to Enhance Your Customer Relationships
16. Would you like a follow-up is not a good question. If people say ‘no’ you can’t go further! @ NetPromoter
17. DAY 1: right to left : Susan Sobbott, President, American Express OPEN Isabelle Conner, Global Head of Marketing, ING John Marcante, Principal, High Net Worth Services, Vanguard Using Customer Loyalty to Restart Growth in Financial Services
18. Sobbott of OPEN: job 1 in a downturn is to protect your best customers, even when profit pressure is extreme. Marcante of Vanguard: Listen close, act fast. Reversed bad profits decision in 10 days thru NPS closed loop feedback Conner of ING: Recession can turn focus inward. Refocus the team on customers and restore confidence for employees @ rgmarkey
19. DAY 2: Vince Nowinski, Director of Methodology, Satmetrix Crisis or Confidence? Critically Assessing your Net Promoter Program
20. NPS program maturity driven by cust centricity, trustworthy data, root cause analysis, action & accountability @ WF_Institute Advanced companies invest more in creating promoters than converting detractors @ CorinneFederici hard work starts after the initial excitement goes away @ NetPromoter
21. DAY 2: Jeanne Bliss, President, CustomerBliss and Author, I love You More Than My Dog Driving Extreme Customer Loyalty
22. Customer purchases: 22% sparked by advertising- 78% sparked by experience- word of mouth @ denisewymore How to be a prosperous company? believe, be clear, be real, be there and say sorry Jeanne Bliss discussed how beloved companies all have a story, which customers tell on their behalf @ NetPromoter
23. DAY 2: Christopher Zane, President, Zane’s Cycles Driving Extreme Customer Loyalty
24. what competitors don’t realize that a customers is a PERSON and not a transaction @ NetPromoter Don’t hire bike people. Hire nice people and then train them about the products. @ laurenmizzou “ Customer service starts where customer experience fails,”-Chris Zane, President Zane’s Cycles @ WF_Institute
25. DAY 2: Fred Taylor, Jr.,“Chief Apology Officer,” Southwest Airlines Driving Extreme Customer Loyalty
26. Southwest: most companies don’t understand the value that proactive apologies bring @ ColinShaw_CX Taylor and his team at Southwest get apology letters in the hands of customers within 48 hours of incidents. @ laurenmizzou It’s important to be ready to respond when you aren’t perfect. Only then can you create devoted customers @ NetPromoter
27. DAY 2: Wayne Peacock, Executive Vice President, Member Experience, USAA Driving Extreme Customer Loyalty
28. USAA Mission: Facilitate the financial security of our members and their families @ ColinShaw_CX USAA is the best relationship (next to my wife / she’s sitting next to me) I’ve had my entire life @ NetPromoter Jeanne Bliss experiencing USAA onboarding http://tweetphoto.com/10243369 @ WF_Institute
29. DAY 2: Bryan Rather, Executive Director – Service and Operations, Distribution Business Unit, Cummins, Inc. Getting Partners Aligned – A Loyalty Journey at Cummins, Inc.
30. Cummins biggest mistake was underinvesting in linking NPS to economics. Once they did, lots of things came together At Cummins NPS is about closed-loop feedback and process improvement, not just the score @ rgmarkey
31. DAY 2: Fred Reichheld, Author, The Ultimate Question From “Sick Care” to “Health Care:” – A Customer Point-of-View
32. Fred described Net Promoter as a way of taking a biblical proverb & turning it into a management system: http://bit.ly/dx8cGH @ NetPromoter
33. DAY 2: Steve Bonner, President and CEO, Cancer Treatment Centers of America From “Sick Care” to “Health Care:” – A Customer Point-of-View
34. CTCA’s CEO Bonner: Net Promoter is integral to the way we run our business. It helps us stay close to what matters to them @ rgmarkey CTCA : "patient-centrism" treating the consumer like a partner, responding quickly to problems, enabling frontline w data @ WF_Institute Cancer Treatment Centers of America starts every board meeting with a visit from a patient @ NetPromoter
35. Read conference blog ( http://www.netpromoter.com/netpromoter_community/blogs/conference_ny_2010 ) Download presentations ( http:// www.netpromoter.com/netpromoter_community/docs ) Become a member of netpromoter.com and receive news on upcoming conferences and certification courses ( http:// www.netpromoter.com/netpromoter_community/index.jspa ) Follow us on Twitter ( http:// twitter.com/NetPromoter )
