Webinar: Creating Good Profits with Net Promoter - April 5, 2006

Richard Owen
CEO
Satmetrix

To view a recording of this webinar, please visit our Webinar Archives Page.

Net Promoter has gained industry-wide recognition as a simple and radical method for measuring customer experience and profitable growth. In most industries, the Net Promoter leader has grown at more than twice the rate of the competition. One simple question - Would you recommend us to a friend or colleague? - is the key to Net Promoter. It allows companies to track promoters and detractors and produces a clear measure of an organization's performance through the eyes of its customers.

Good profits are earnings from creating customer value, which in turn, creates customers who are promoters. But beyond the Net Promoter metric, there is also a process of managing the customer experience to affect profitable growth. This process is called the Net Promoter Discipline.

This webinar featuring Richard Owen, CEO of Satmetrix, the leading customer experience management company, will focus on key success factors for implementing the Net Promoter discipline. The session is an encore performance of the well-received presentation Mr. Owen delivered at the recent ISBM conference in Atlanta: "Understanding Customer Needs and Managing the Customer Experience."

Contact information:

Deborah Lupp or Gary Holler
Institute for the Study of Business Markets (ISBM)
Smeal College of Business
The Pennsylvania State University
484 Business Building
University Park, PA 16802-3603

Phone: 814-863-2782
Fax: 814-863-0413
E-mail: isbm@psu.edu