Most Notable Tweets Miami Net Promoter Conference

#NPS2011

Over 500 customer experience professionals gathered in Miami Beach to discuss Net Promoter innovations, insights, and best-practices.

Thousands of tweets were published. Here are the most notable ones:

DAY 1: Richard Owen, Satmetrix CEO

Battling for the Customer High Ground

Hidden fees are "bad profits": Eliminate them BEFORE customers move on. - Richard Owen @KnowledgeBishop

Customer service: is not about doing a lot of things, but doing a few things very well. ~Richard Owen @hoovers

The companies that focus on customer wants rather than expectations will create armies of promoters.@BMSummerville

Customers at both ends of the scale (super promoters, and super detractors) can help you innovate. @NetPromoter

DAY 1: Andy Lark, Vice President, Large Enterprise, Dell

What Success Looks Like When the Customer is Front and Center

If Facebook were a country, it would be the 3rd largest in the world.

Highest paid employees never speak with customers. @hoovers

To know what's happening in the news "right now", you don't go to CNN: You go to Twitter!

There is NO substitute for listening!

Purpose driven companies create disproportionately more passionate promoters. - @kiwilark @KnowledgeBishop

for those of you still using a fax machine, you're going to be joined by those using email really soon" per @kiwilark” @maldyj

DAY 1: Roy Rosin, Vice President, Innovation Intuit

Customer-Driven Innovation – The Evolution of a Successful Product

Roy Rosin @intuit innovation is about seeing what others overlook - don't get anchored on first idea to pop into mind

Roy Rosin @intuit "we believe innovation is everyone's job" - push it across the company not just one team

@maldyj

DAY 1: Graham Button, Partner, Genesis, Inc., and Guest Blogger for Fast Company

Turning the Telescope On Ourselves – The Customer's Point of View

"If every company built its discipline on the Net Promoter Score, the world would be a better place" - Graham Button

@rgmarkey

You become a customer the day you're born, and you know more about being a customer than anything else. ~ Graham Button

@hoovers

Time is a precious resource: Wise brands refuse to steal it from customers. h/t @grahambutton

@KnowledgeBishop

DAY 1: Ted Bucknam, President, Concentra Urgent Care

An Innovative Prescription For Change – Thinking Like a Retailer to Make Healthcare a More Positive ExperienceAn Innovative Prescription For Change – Thinking Like a Retailer to Make Healthcare a More Positive Experience

When one of Concentra's centers isn't improving NPS, it's almost certain the team isn't bought in to our mission #nps2011 Ted Bucknam @rgmarkey

Concentra culture changes: make it a great place to work and it snowballs; great talent will want to join per Ted Bucknam

Focus on the customer experience and the financials will follow @maldyj

Christopher J. Zane, President, Zane's Cycle

Reinventing the Wheel – The Science of Creating Lifetime CustomersReinventing the Wheel – The Science of Creating Lifetime Customers

"Customer Service starts when Customer Experience fails."

Before you deny a tiny customer request, consider the LIFETIME value of the relationship. @ChrisZane @KnowledgeBishop

Relationship marketing = no more nickel and diming. Connect with the customer and solve the problem @hoovers

Customers do not keep you away from your job, customers are YOUR JOB! Chris Zane @NetPromoter

"The only difference between us and our competition is the service that we offer" - Chris Zane @stuinsf

DAY 1: Gibbs Jones, Senior Vice President, Customer Experience, Suddenlink Communications

NPS Plus Innovation – Watch What HappensNPS Plus Innovation – Watch What Happens

Customer service is a journey, continually listening to the voice of the customer ~ Gibbs Jones, Suddenlink

Reward employees based on customer feedback! ~ Gibbs Jones

When connecting with customers online, write like a human, not a "suit" ~ Gibbs Jones #nps2011 - This is a big one, folks!

@hoovers

DAY 1: Joe Wheeler, Executive Director, The Service Profit Chain Institute

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

The key to customer relationship is emotional involvement ~ Jon Wheeler #nps2011

Build relationships with customers through social media to create virtual customer advisory board. #nps2011

@hoovers

DAY 1: Rob Markey, Partner and Global Head, Customer Strategy and Marketing Practice, Bain & Company, Inc.

The Promoter Flywheel – Powering Growth by Leveraging Employee and Customer AdvocacyThe Promoter Flywheel – Powering Growth by Leveraging Employee and Customer Advocacy

Leaders who set employees up to disappoint customers will have to replace BOTH! @rgmarkey @KnowledgeBishop

@rgmarkey it's not enough to have good customer NPS, must have good employees NPS - happy employees produce great financials @maldyj

To increase employee NPS - empower employees - put them in a situation where they can use judgment to do right by customers

To get happy employees, you need a mission that's meaningful and leaders who believe and live it. @hoovers

DAY 2: Brian Scudamore, CEO, with Simon Lowe, Director of Operations, 1800-GOT-JUNK?

A Winning Strategy: How a Fanatical Focus on Customer Experience Drives Business ResultsA Winning Strategy: How a Fanatical Focus on Customer Experience Drives Business Results

@brianscudamore "enthusiastic, raving fans will grow your business," not satisfaction @maldyj

Being good is no longer good enough. How do you make your business exceptional? It's having customers say, "Wow!

Drastic improvement in customer service starts and ends at the top of the org chart @hoovers

Culture change is key. We hire people who has fun gene - Brian Scudamore

We are constantly looking at what customers are saying, the NPS is just there to quantify. Brian Scudamore @NetPromoter

DAY 2: Deborah Eastman, General Manager, Business Consulting, Satmetrix

Keynote:Twitter, facebook, LinkedIn Oh My! Social Media's Role In Your Net Promoter ProgramKeynote:Twitter, facebook, LinkedIn Oh My! Social Media's Role In Your Net Promoter Program

The social media conversation is taking place whether you listen or not. The cost of not listening could be high indeed! @NetPromoter

Not only is it important to listen to customers, it's also important to understand who the influencers are and follow them.

Social media engages customers in their native environment. In most cases, others will answer questions for you, reducing costs. @hoovers

Customer experience is the new marketing @debeastman @JAMurdock

Social media is not a good marketing platform. It is about customer experience - Deb Eastman @rgmarkey

DAY 2: Megan Burns, Principal Analyst, Forrester

Driving the Quality Up – Key Trends in Customer Experience Driving the Quality Up – Key Trends in Customer Experience

Most of us don't work in places that have customer experience priority baked in from start @maldyj

86% of companies say Customer Experience is a top priority, but only 30% have a dedicated budget. @NetPromoter

company with central customer experience team 2x more likely to achieve alignment on cexp strategy @rgmarkey

Give employees a clear & simple framework to deliver a great customer experience. @VivianBlade

Wise leaders tell employees "Do what you've got to do to WOW the customer: We TRUST you." - @mbcxp @KnowledgeBishop

DAY 2: Jeff Anglin, Director, Customer Experience, Medtronic Diabetes

How Creating a Customer-First Culture Sets You Up For SuccessHow Creating a Customer-First Culture Sets You Up For Success

Great idea from Jeff Anglin, Medtronic Diabetes: Give a customer a camera and let them film a day in the life.

@hoovers

Medtronic conference rooms are lined with photos of customers and an empty seat labeled "customer" - J Anglin

Medtronic executives look at the empty chair labeled "customer" in all meeting rooms and ask, "what would they want us to do?" @rgmarkey

DAY 2: Michael McOmber, Customer Experience Manager, Siemens IT Solutions and Services North America.

The Future of Business – Predicting Customer Behavior Without a Crystal BallThe Future of Business – Predicting Customer Behavior Without a Crystal Ball

For CFO, show relationship between incremental revenue and NPS by customer. Michael McOmber, Siemens

Experience is a Trailing indicator. Perception is a Leading indicator. Michael McOmber, @VivianBlade

If your profitable customers are detractors, you MUST find and eliminate "bad profits!" -McOmber of @SiemensIT

@KnowledgeBishop

DAY 2: Arne Van de Wijdeven, Director Customer Experience and NPS, Global Marketing and Communication, Royal Philips Electronics

Putting Theory into Practice – How the Promoter Perspective Can Improve Your Business ResultsPutting Theory into Practice – How the Promoter Perspective Can Improve Your Business Results

NPS is a KPI for Royal Philips Electronics board of directors @hoovers

Everybody can measure NPS, but what comes after is much more important. @NetPromoter

@royal philips Promoters come in 2 forms: customers & employees. @maldyj

A super promoter is a real drive for every company's success. Go and find them. @NetPromoter

Promoters can help you shorten sales cycles, improve close rates and drive brand preference. Philips @rgmarkey:

DAY2: Greg Cullen, Manager, Customer Loyalty, Ceridian

Targeting Who and What Needs Attention Now, Soon, and LaterTargeting Who and What Needs Attention Now, Soon, and Later

Greg Cullen of @ceridian_US, Sr. Mgmt direct quote: "We want to be a company that is run by our customers"

@maldyj

It's NOT enough to measure satisfaction: We had 90% "SAT" but discovered NPS was -5%! - Gregory Cullen @KnowledgeBishop

DAY2: Lara Wise, Vice President, Customer Experience and Customer Care, and Stephanie Pendolino, Voice of Customer Program Director, tw telecom

Debunking the "My Contribution Doesn't Matter" Myth – The Connection Between Employee Empowerment and Customer Loyalty

Debunking the "My Contribution Doesn't Matter" Myth – The Connection Between Employee Empowerment and Customer Loyalty

tw telecom liked Net Promoter system for its simplicity and actionability. Helped them focus on customers through merger

"Creating a happy customer makes me proud of myself and my company" - tw telecom employee

"I view customer feedback as a report card. It has helped me learn to be better at my job." tw telecom repair supervisor

@rgmarkey

DAY2: Fred Reichheld, Bain & Company Fellow and Author, The Ultimate Question

Frugal WOW – Delighting Customers EconomicallyFrugal WOW – Delighting Customers Economically

The gift you have is to enrich lives. - Fred Reichheld,

Wise companies constantly search for frugal ways to "WOW" their customers. - Fred Reichheld,

Zappos uses NPS "every day to make SURE to delight both employees AND customers." - Fred Reichheld,

@KnowledgeBishop

DAY2: Dan Cathy, President & COO, Chick-fil-A

Beyond What's Expected – How "Second Mile" Service Builds Relationships and Brings Results

Beyond What's Expected – How "Second Mile" Service Builds Relationships and Brings Results

“We share a lot about our story with customers to create more of an emotional connection." Dan CathyWe probably run the world's largest etiquette school at Chick-fil-A

@rgmarkeyChick-fil-A's strategy: if someone forces you to go one mile, go with him two miles @NetPromoter

We are BUILT to give and serve: The cash register is NOT the main thing.

The future of business: Creating remarkable experiences and impacting lives!

Selling chicken is just a front: The main thing is making a difference in people's lives! @KnowledgeBishop

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