In the current economic climate it is more critical than ever for organizations to retain their most valuable asset, their customers. One approach many leading organizations are using to improve the customer experience and increase customer loyalty is Net Promoter®. Executives from leading companies using Net Promoter will join industry experts to share best practices for building customer loyalty at the third annual Net Promoter Conference, January 26-27, 2009 at the Westin St. Francis Hotel in San Francisco. The exciting two-day program will focus on driving customer-focused behavior within organizations, providing attendees with information on how to improve customer experience by empowering employees to turn customers into Promoters and create positive word of mouth.

The conference will feature over 30 sessions with interactive Q&A, function-specific breakouts, and keynotes from industry leaders who have applied the Net Promoter approach to improve customer loyalty and business performance. Speakers include:

• Walter Bettinger II, President and CEO, The Charles Schwab Corporation
• Tony Hsieh, CEO, Zappos.com
• Brad Smith, CEO, Intuit
• David Henry, CMO and Sr. Vice President, Customer Experience, Logitech
• Fred Reichheld, Author, The Ultimate Question and Bain & Company Fellow
• Richard Owen, CEO, Satmetrix and co-author, Answering the Ultimate Question
• Laura Brooks, Vice President of Research and Consulting, Satmetrix and co-author, Answering the Ultimate Question
• Bruce Temkin, Vice President & Principal Analyst, Customer Experience, Forrester Research
• Joseph Jaffe, Author, Join the Conversation, Life After the 30 Second Spot and jaffejuice blog

Topics will include: creating a culture powered by service, joining the Internet conversation to engage in dialogue and partnership with your customers, innovating the customer experience and how to ride out the recession with increased focus on retaining customers and creating positive word of mouth.

Produced by Satmetrix, co-developer of Net Promoter, the conference draws executives and practitioners who are focused on customer loyalty, and committed to using customer feedback to drive profitable growth. It provides attendees the opportunity to meet and exchange ideas with other customer-focused leaders and tap into the collective knowledge of the Net Promoter community.

In addition to the conference, Satmetrix will hold the Net Promoter Associate Certification course post-conference on January 28-30. The course is an intensive workshop for leaders and team members responsible for customer experience and customer feedback in corporations. The curriculum highlights best practices using a combination of lectures, case studies, and team-based case studies and problem solving.

To learn more about the conference and certification or request an invitation to attend, visit: www.netpromoter.com.

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 has since been embraced by leading companies worldwide as the standard for measuring and improving customer loyalty.

About Satmetrix

Satmetrix is the leading global provider of on-demand software applications and consulting services to measurably improve customer loyalty and link these results to financial benefits. As the co-developer of Net Promoter® the company’s solutions enable companies to gather trustworthy data on customer experience, derive actionable insights, integrate this information into the daily work flow of employees and establish an ongoing dialogue within the customer community. The company has deployed more than 700 enterprise solutions in 40 languages. For more information visit www.satmetrix.com, or call 1-650-227-8300 in the US or +44 (0) 845-371-1040 in the UK and Europe.

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