Most Notable Tweets New York Net Promoter Conference

#NPS2010

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:

DAY 1: Richard Owen, Satmetrix CEO

Customer Experience in the New Decade: What Will They Think of Next?

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

DAY 1: Richard Watts, GM, Progressive Corporation

Enlightened Process Design: What Your Front Line Already Knows

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

DAY 1: Eric Murphy, Ingenix CMO

A Positive Disruption The Call to Change Your Organization's DNA

“We had clients that wanted kitchens and we were selling them pots and pans." - Eric Murphy, Ingenix

@ denisewymore

DAY 1: Julia Gomez, JetBlue Airlines

Tuning up Employee Engagement

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

DAY 1: Simon Lowe, 1-800-GOT-JUNK?

Using NPS to Make the Ordinary Extraordinary Using NPS to Make the Ordinary Extraordinary

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

DAY 1: Deborah Eastman, Satmetrix CMO

Increasing Retention and Repurchase Through an Integrated Account Management ProgramIncreasing Retention and Repurchase Through an Integrated Account Management Program

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

DAY 1: Michele Berman, VeriSign

Refining the Feedback Process to Enhance Your Customer RelationshipsRefining the Feedback Process to Enhance Your Customer Relationships

Would you like a follow-up is not a good question. If people say ‘no’ you can’t go further! @ NetPromoter

DAY 1: right to left: Susan Sobbott, President, American Express OPENIsabelle Conner, Global Head of Marketing, INGJohn Marcante, Principal, High Net Worth Services, Vanguard

Using Customer Loyalty to Restart Growth in Financial ServicesUsing Customer Loyalty to Restart Growth in Financial Services

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

DAY 2: Vince Nowinski, Director of Methodology, Satmetrix

Crisis or Confidence? Critically Assessing yourNet Promoter ProgramCrisis or Confidence? Critically Assessing yourNet Promoter Program

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

DAY 2: Jeanne Bliss, President, CustomerBliss and Author, I love You More Than My Dog

Driving Extreme Customer LoyaltyDriving Extreme Customer Loyalty

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

DAY 2: Christopher Zane, President, Zane’s Cycles

Driving Extreme Customer LoyaltyDriving Extreme Customer Loyalty

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

DAY 2: Fred Taylor, Jr.,“Chief Apology Officer,” Southwest Airlines

Driving Extreme Customer LoyaltyDriving Extreme Customer Loyalty

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

DAY 2: Wayne Peacock, Executive Vice President, Member Experience, USAA

Driving Extreme Customer LoyaltyDriving Extreme Customer Loyalty

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

DAY 2: Bryan Rather, Executive Director – Service and Operations, Distribution Business Unit, Cummins, Inc.

Getting Partners Aligned – A Loyalty Journey at Cummins, Inc.Getting Partners Aligned – A Loyalty Journey at Cummins, Inc.

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

DAY 2: Fred Reichheld, Author, The Ultimate Question

From “Sick Care” to “Health Care:” – A Customer Point-of-ViewFrom “Sick Care” to “Health Care:” – A Customer Point-of-View

Fred described Net Promoter as a way of taking a biblical proverb & turning it into a management system: http://bit.ly/dx8cGH

@ NetPromoter

DAY 2: Steve Bonner, President and CEO, Cancer Treatment Centers of America

From “Sick Care” to “Health Care:” – A Customer Point-of-ViewFrom “Sick Care” to “Health Care:” – A Customer Point-of-View

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

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