Laura is filling in for Deb Eastman who has to be out of the country during the 2010 Forum (March 2-3, Santa Clara).  Laura is VP of Research and Business Consulting at Satmetrix, and co-author of Answering the Ultimate Question: How Net Promoter Can Transform Your Business, and is one of the world’s leading experts in Net Promoter Score.  

Her firm, and her clients, have deep experience in increasing the number of “promoters” (or “enthusiastic references”) among a firm’s customer base, while decreasing the number of detractors.

Among the insights she’ll be sharing in Santa Clara are:  

• How to identify “networked” promoters or references. These are the one’s who’ll be most likely to recommend you to the buyers you’re firm is looking for. 
• How to assess the economic value of customer referral behavior.
• Insights into the major reasons a firm doesn’t have more referenceable customers, and ways to address these (it’s not always easy).