Net Promoter® Customer Loyalty Certification
Getting results with Net Promoter requires much more than a score. It demands expertise, tools, and a management process for integrating customer feedback into decision making at all organizational levels.
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Upcoming Certification Courses
| Boston - September 15-17, 2008 | ||
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| London - October 13-15, 2008 | ||
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| San Francisco - January 28-30, 2009 | ||
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Certified Net Promoter Associates
Congratulations to the following people who have successfully passed the Net Promoter Associate Certification exam.
| Name | Date Certified | Name | Date Certified |
Adam Madlin Alissa Algarin Anita Tulsiani Anthony Nadalin Barry Marsh Brenda Worrell Cameron Conway Carolyn Hausman Chris Roberts Christian Urciuoli Colin Brogan Denise Wymore Dipesh Patel Donna Drehmann Edda Geirsdottir Gary Jackiewicz Glenn Donovan Jan Mooney Jeffrey Mirenda Jennifer Patterson John Liberty Jose Parra-Morzan Judy SoltisKaren Langsam Kevin Van Wieren Kimberly Wyman Kishore Chavali Laurie Gomes Lynn Doupsas Margaret Dron Matt Barrett |
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Megan Heuer Melissa Mader Nick Damato Paul Pakalnietis Pruitt Layton Rebecca Secor Robert Gibbon Rochele Barham Sharon Wood Stamatios Kanellakis Steve Blundell Sylvan Schulz Tracey Solanas Vivian Blade Andreas Stamm Claire Sporton Jean-Pierre LÊ Jonathan Greenwood Kathy Markano Kevin Soady Lupe Finch Marie Dutton Matthew Thomson Narine Sargsyan Phil Verity Rachael Waite Rod Butcher Shalini Malhotra Soledad Lamarca Zuzana Halasova |
April 2008 April 2008 April 2008 April 2008 April 2008 April 2008 April 2008 April 2008 April 2008 April 2008 April 2008 April 2008 April 2008 April 2008 July 2008 July 2008 July 2008 July 2008 July 2008 July 2008 July 2008 July 2008 July 2008 July 2008 July 2008 July 2008 July 2008 July 2008 July 2008 July 2008 |
Course Developers
Fred Reichheld
Fred Reichheld is widely recognized as one of the world's leading authorities on business loyalty and is a frequent speaker to major forums and groups of senior executives. Author of The Ultimate Question, Fred introduced business leaders worldwide to NPS and continues to consult with leading companies on the linkage between loyalty, profits, and growth. Fred is a Bain & Company Fellow and Founder of Bain’s Loyalty practice. His work has earned him accolades as the "high priest" of loyalty, according to The Economist, and the man who "put loyalty economics on the map," according to The New York Times. Fred is the author of three books and eight Harvard Business Review articles on business loyalty.
Laura Brooks
Dr. Laura Brooks is the co-creator of Net Promoter and vice president of business consulting and methodology at Satmetrix. Years of research and collection of "Recommend" scores and follow-on purchase behavior across multiple industries led Dr. Brooks and Mr. Reichheld to discover and quantify the power of Net Promoter. Since the publication of the seminal article on Net Promoter in Harvard Business Review in 2003, Dr. Brooks has worked extensively with leading companies in creating an effective Net Promoter Discipline that delivers results. She and her methodology team continue to pursue leading edge research into Net Promoter, including published studies on credit unions and cultural differences in customer loyalty surveys and Net Promoter Scores. Dr. Brooks holds a Ph.D. in Industrial/Organizational Psychology from Rice University and a BS degree in Psychology from Duke University.
Richard Owen
Richard is President and CEO of Satmetrix, responsible for all aspects of strategy and day-to-day operations. His involvement with loyalty and customer experience began at Dell where he was Vice President of Dell Online Worldwide. Responsible for all aspects of Dell’s Internet strategy and online business revenues on a worldwide basis, he built Dell Online to 50 percent of the company’s sales volume. At Satmetrix, Owen has consulted with a broad range of companies to help them understand and use Net Promoter to create profitable growth. Richard holds a Bachelor's degree from Nottingham University in England, and a Master's degree from MIT Sloan School of Management.
John Abraham
John Abraham leads the Net Promoter business unit at Satmetrix. His group is responsible for best practice exchange, conferences, training & certification, and online services for companies using Net Promoter to drive improvements in customer loyalty. Prior to joining Satmetrix, John was with Risk Management Solutions (RMS), a leading risk management software and consulting firm, where he was responsible for marketing, training services, knowledge management, and customer loyalty programs. Prior to RMS, he worked as a management and systems consultant with Booz Allen Hamilton and Accenture. John has an MBA from the Stanford Graduate School of Business.
Deborah Eastman
Deborah leads the global marketing efforts of Satmetrix as CMO. She brings extensive experience in marketing, sales, strategic business development, and customer loyalty consulting. Prior to Satmetrix, Deborah held positions as Managing Principal of Windward Solutions, providing advisory services to business-to-business marketing professionals, and Executive Vice President of Sales & Marketing for Biz360, an information services company providing market intelligence solutions to marketing executives. Before joining Biz360, Deborah served as a Vice President and Managing Director at BearingPoint (formerly KPMG Consulting), where she was responsible for the company’s Net Promoter loyalty program, in addition to holding a number of global leadership positions in marketing, global accounts, and strategic partnerships.
Martin Green
Martin Green is the Managing Director of EMEA for Satmetrix. He has an extensive track record in managing complex global customer loyalty programs, with a specialization in the international telecommunications and technology arena. Martin has designed and managed customer loyalty engagements with Fortune 100 companies such as Hewlett-Packard, Lucent, Nokia, and AOL-Time Warner. Prior to joining Satmetrix, he worked as an account executive for several leading global consulting and research firms. Green has a Bachelor’s degree from London University and an international MBA jointly awarded by Leicester University (UK), Université de Savoie (France), and Fachhochschule des Saarlandes, (Germany).
Tom Kehler
Dr. Tom Kehler is the VP Informative Products for Satmetrix. Prior to the merger with Satmetrix, Dr. Kehler was Chairman and Founder of Informative. Previously, he was Chairman and CEO of Recipio, a company that developed and marketed the technology platform for Adaptive Conversations ® and relationship marketing platform acquired by Informative. Before Recipio he was CEO of Connect, Inc. (CNKT), which pioneered application software for Internet-based e-commerce. Connect led the charge of building large scale e-commerce applications for major brands. He also was Chairman and CEO of IntelliCorp (INAI), the leading provider of application development software that incorporated expert systems, artificial intelligence, and object oriented programming. Dr. Kehler has served on the Information Technology Advisory Board of the National Research Council. He received a Ph.D. in applied physics from Drexel University.