SWOM Webinar: "How to Measure Customer Recommendability using NPS" with Richard Owen

How to Measure Customer Recommendability using NPS
If you want to change your culture, change what you measure. The Net Promoter Score is one of the most popular measures of the last 10 years, and it's changing a lot of businesses. Its core question – “how likely is it that you would recommend this company to a friend or colleague?” – is a key metric to understanding word of mouth. Who better to deliver an in-depth webinar on its uses than Richard Owen, president and CEO of Satmetrix, the co-developer of NPS! Richard's session will explain how marketers in any business can apply NPS and become more customer-centric, thereby improving word of mouth and customer loyalty.

What you’ll learn:

• Net Promoter best practices
• Links between word of mouth and revenue growth
• Attributes that tie customer behaviors to customer loyalty
• Ideas on working with customer communities

Ideal for:
Marketers who have a basic understanding of Net Promoter Score and desire advanced knowledge of its functionality and usage.

When:

Wednesday, Feb. 18, 2009, 1 pm CDT / 2 pm EDT /11 am Pacific

Where:

Online, live. After you register, you'll receive instructions on webinar location, plus a unique username and password.

Requirements:

• A broadband connection.
  
• A valid email address and your correct last name, which must be at least four characters long. (We realize a four-character last name is a stupid requirement, especially if your last name is Lee, but we are beholden to stupid technology requirements. If your last name is three characters long, please add a 1 or some other character to it. Thanks.)
• To ensure you receive a confirmation email with information on how to attend the webinar, add ben@benmcconnell.com to your email address book/safe list.

Cost:

Free! A recorded version will be made available later on SWOM for a small fee.

About our presenter:
Richard Owen is President and CEO of Satmetrix, a software and services firm focused on customer experience management that co-developed the Net Promoter Score. Richard is also co-author of the book, “Answering the Ultimate Question: How Net Promoter Can Transform Your Business.” In previous work, he was chairman and CDO AvantGo, Inc., and vice president of Dell Online Worldwide. He began his career as a consultant for KPMG Management Consultants, where he worked for European high-technology manufacturers. Richard holds a Bachelor's degree from Nottingham University in England and a Master's degree from MIT Sloan School of Management.

Your host:

Ben McConnell is the co-founder of SWOM, co-author of the Church of the Customer Blog, and co-author of the books, "Citizen Marketers: When People are the Message" and "Creating Customer Evangelists: How Loyal Customers Become a Volunteer Sales Force." His life and work are best when co-authored. Follow him on Twitter @benmcconnell

About SWOM webinars:

SWOM's Wednesday Webinars are educational sessions to help entrepreneurs, managers, marketers, and change agents build word of mouth into the DNA of their organizations by understanding numerous aspects of psychology, sociology and technology.

For more, visit the SWOM webinar home page and archive.