SOURCE: Satmetrix

January 13, 2011 07:00 ET

Industry Leaders to Share Customer Experience Innovations, Insights, and Best Practices at the Fifth Annual Satmetrix Net Promoter Conference

Conference to Highlight How Companies Including Dell, 1-800-GOT-JUNK, Intuit, and Chick-fil-A Are Using Innovation and Customer Feedback to Drive Business Results

SAN MATEO, CA--(Marketwire - January 13, 2011) - Satmetrix, the Net Promoter® Company, will hold its fifth annual Net Promoter Conference February 3-4, 2011 at the Eden Roc Renaissance Miami Beach. Executives from leading companies will join industry experts to discuss best practices for using customer feedback to fuel innovative thinking around products, services, and business processes. The conference will provide insights and ideas for launching or re-energizing a customer experience strategy to increase customer loyalty and drive profitable growth.

The program will feature over 30 sessions from companies that have used the Net Promoter approach to improve customer loyalty and business performance. Keynote speakers include:

  • Andy Lark, Vice President, Large Enterprise, Dell
  • Dan Cathy, President and COO, Chick-fil-A
  • Brian Scudamore, CEO, 1-800-GOT-JUNK?
  • Fred Reichheld, Author, The Ultimate Question
  • Richard Owen, CEO, Satmetrix
  • Rob Markey, Partner and Global Head, Customer Strategy and Marketing Practice, Bain & Company
  • Megan Burns, Principal Analyst, Forrester Research
  • Deborah Eastman, General Manager, Business Consulting, Satmetrix

The agenda also features case studies and perspectives from business leaders at: Allianz Life Insurance Company, Brambles, Ceridian, Concentra, Genesis, Inc., Ingenix, Intuit, JDSU, Lawson, Medtronic, Philips International, Siemens IT Solutions and Services, Suddenlink Communications, Symantec, The Service Profit Chain Institute, tw telecom, and Western Union.

Topics will include: the connection between employee empowerment and customer loyalty; key trends in customer experience; the role of social media in customer experience programs; and using closed-loop follow-up processes to improve business performance.

Conference attendees will also get an early look at Satmetrix Net Promoter benchmarks for 2011, which will be released in February 2011. The benchmarks cover consumer ratings of more than 160 brands in the airline, financial service, high-tech, insurance, online service, retailing, and telecommunication sectors.

To learn more about the conference or to attend, visit:

About Net Promoter

Net Promoter® is both a loyalty metric and a discipline for using customer feedback to fuel profitable growth in your business. Developed by Satmetrix, Bain & Company, and Fred Reichheld, the concept was first popularized through Reichheld's book The Ultimate Question, and further explored by Richard Owen and Dr. Laura Brooks in Answering the Ultimate Question, which takes an in-depth look at how leading companies are using Net Promoter to drive business improvements around the customer experience. Net Promoter has been embraced by leading companies worldwide as the standard for measuring and improving customer loyalty.

About Satmetrix

Satmetrix® is the leading provider of successful customer experience management programs and the co-developer of Net Promoter®. The company offers a winning combination of software (SaaS) and best-practices consulting that delivers actionable customer feedback to drive growth, fuel innovation and amplify positive word-of-mouth. Satmetrix has a proven track record of accelerating the success of large-scale, integrated customer experience programs with more than 700 enterprise deployments in 40 languages. Its clients include some of the world's most customer-centric companies, including Experian, Symantec, ING, HP, Lenovo and SONY. In addition, Satmetrix offers Net Promoter Customer Loyalty Certification for professionals responsible for customer experience, customer loyalty and customer feedback and maintains the online community For more information, visit, or call 1-888-800-2313 in the United States or +44 (0) 845-371-1040 in Europe.

Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.

Contact Information

  • Company Contact:
    Brittany Lauer
    Email Contact