How “Net Promoter” companies thrive in a customer-driven world? The concept of “net promoter” is virtually unknown within the meetings industry, but is becoming increasing important in many other business sectors. In essence, it is a methodology for consciously designing a business model centred on the question: “would you recommend this company to your friend?” In the global meetings industry, where it is already recognised that meeting planners rely heavily on the word-of-mouth recommendations of their peers, this concept has the potential to be enormously powerful. Hear about success stories from other industries and discuss how this could be adopted by the meetings sector.

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Introduction
Gary Grimmer, CEO, GainingEdge, Australia
23 Oct. 2012 · 2:07 p.m.
How “Net Promoter” companies thrive in a customer-driven world?
Steve Baxter, General Manager, Mid-Market Solutions, Satmetrix
23 Oct. 2012 · 2:08 p.m.
Questions and Answers (part 1)
Steve Baxter & Gary Grimmer
23 Oct. 2012 · 2:54 p.m.
Questions and Answers (part 2)
Steve Baxter & Gary Grimmer
23 Oct. 2012 · 3:18 p.m.