Your organization's 'Net Promoter' score measures customers who, when surveyed, are very satisfied and likely to recommend and use your services again. Note: it's a net score. Negative and lukewarm survey responses are deducted from the very satisfied.
Deb Wall
Marketing Executive
GE Capital Solutions
Harley Davidson customers commonly score 80 percent and up as Net Promoters. Harley is also aware that their biggest fans are critics as well who want to help Harley improve its products and services.
Bob Reilley
Senior Vice President & Chief Marketing Officer
AON Integramark
'Green adults' are more engaged online and wary of advertising. They prefer dialogs to one-way messages.
Ed Kountz
Jupiter Research
If 20 percent of U.S. households switch to online billing from paper and mail, 103 million gallons of fuel will be
saved each year.
Alex Romeo
Risk Analysis Director
Electronics Payment Network
For years we promoted online banking as easy. convenient and instantaneous. Response was ho-hum. When we promoted it as 'green' and environmentally friendly, response took off.
Nicole Rousseau
Vice President, Retail Marketing
HSBC
Now that environmental consciousness has extended beyond the tree-huggers, banks are mitigating 'reputational risk' by embracing it.
Nicole Singh
Associate Director
Environmental Bankers Association
Credit card issuers find themselves in a fierce competition for consumers' 'top-of-wallet.'
Exhibit booth slogan
Mercator Advisory Group
We are experimenting with positioning ourselves on the web where people are, rather than making them come to us. If they want to do business with Fidelity from iGoogle's site, that's fine with us.
Sean Belka
Online Strategy Head
Fidelity Investments
When you meet with senior leadership, be sure you bring a business case from your customer's point of view.
Deb Wall
Marketing Executive
GE Capital Solutions
In the financial industry right now, the term in use is not 'upheaval.' It's 'downheaval.'
Anonymous comment from the audience