Are you attending WOMMA's Word of Mouth Basic Training conference (WOMBAT) and looking for a place to track all that's being written and posted? Are you unable to attend and still want to follow along?
If the answer is yes to either question, we have setup a few resources for you. Use these links to follow along as our conference bloggers post write-ups and interviews about the sessions and speakers.
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Fred Reichheld
Author, "The Ultimate Question"
Fred Reichheld is a Director Emeritus of Bain & Company, and in January 1999 was elected the firm's first Bain Fellow. Mr. Reichheld joined Bain in 1977 and was elected to the partnership in 1982. His consulting work and research have focused on helping clients achieve superior results through improvements in customer, employee, and partner loyalty. In the June 2003 edition of Consulting magazine, Mr. Reichheld was included on the list of the world's top twenty-five consultants.
Mr. Reichheld's work has been widely covered in the Wall Street Journal, New York Times, Fortune, Business Week, and the Economist. The Economist refers to him as the "high priest" of loyalty; the New York Times declares, "[He] put loyalty economics on the map." He is the author of eight Harvard Business Review articles on the subject, and his two previous books, The Loyalty Effect (1996) and Loyalty Rules (2001), were published by Harvard Business School Press. He is a frequent speaker to major business forums and groups of CEOs and senior executives worldwide.
A graduate of Harvard College and Harvard Business School, Mr. Reichheld lives with his wife, Karen, and their family in the Boston area.
Official site
On December 19, WOMMA was invited by the Federal Trade Commission (FTC) to brief top staff members on word of mouth marketing. The FTC and WOMMA both agreed to identify ways to work together cooperatively while ensuring that high ethical principles and sound business practices are maintained.
As a first step, the FTC's Thomas B. Pahl, Assistant Director of the Division of Advertising Practices (Bureau of Consumer Protection) will join with Edelman's Rick Murray in a presentation on word of mouth ethics at the Word of Mouth Basic Training conference on January 19. Mr. Pahl will focus on the FTC's support for self-regulatory efforts and why the Commission is pleased with WOMMA's early work in this area.
Read earlier news post:
http://womma.org/pages/2005/12/womma_briefs_ft.htm
Creating a positive customer experience through top-notch service has become a key way to generate word of mouth. In his new book, Don Peppers of Peppers & Rogers Group has proposed a new metric called Return on Customer (ROC) to measure and define how much value each customer relationship brings to your company now and in the future.
New from WOMMA! Chapter 1 of Don's book "Return on Customer" is now available as a free download at the WOMMA web site.
And don't forget, you can hear Don talk more about the ROC metric in his keynote address at WOMMA's Word of Mouth Basic Training conference (WOMBAT). All WOMBAT attendees will receive a copy of the entire book free.
Download chapter 1 of "Return on Customer:
http://www.womma.org/content/Peppers_chapter1.pdf
More from Don Peppers...
Web site
Bio
Read Don's WOMBAT How-To: Determining Return on Customer
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