Satmetrix | Customer Experience Management Software

The Importance of Integrating the Customer Experience across the Journey

deboraheastman — Wed, 16 Feb 2011 06:58:05 +0000

Airlines are the poster child for how NOT to create customer loyalty. My recent experience with British Airways shows just how much work this industry has to do. Here’s a recap of the points of failure in addressing customer experience issues. I share this not as a bash on BA (even though it is deserved), [...]

Integrating Social Media into your Net Promoter Program

deboraheastman — Mon, 14 Feb 2011 22:55:48 +0000

As I prepared for my presentation at our recent Satmetrix Net Promoter Conference in Miami earlier this month, I realized I had neglected my own social media channels. So, I’m coming back to share my thoughts about how organizations can improve their customer experience, increase loyalty, and drive growth. In my presentation I discussed how [...]

The Path To Voice of the Customer Maturity

deboraheastman — Mon, 18 Oct 2010 19:35:03 +0000

I recently had the opportunity to participate with Bruce Temkin of Temkin Group and Lara Wise of tw telecom in a webinar on using customer feedback to fuel business growth. The key takeaway of the session was that voice of the customer programs are not just about listening; the real value comes when organizations democratize [...]

Key Learnings from the Field: Customer Insight and Action Programs

deboraheastman — Mon, 27 Sep 2010 05:26:41 +0000

If you have ever read my blog you know I am a big Promoter of Bruce Temkin and I’m excited to have him join us in our upcoming webinar on September 30th titled Using Customer Feedback to Fuel Business Growth. Bruce and I are of like mind and always have a fruitful conversation on what [...]

Symantec’s Customer Champion Uses Customer Feedback to Drive Business Results

deboraheastman — Tue, 21 Sep 2010 20:51:03 +0000

We are so pleased to congratulate Desirree Madison-Biggs, Director, Customer Insight & Measurement at Symantec for being recognized by 1to1 Media as a 2010 Customer Champion. I can’t say I am surprised at this award, as Des truly embraces customer experience, and has helped drive significant improvement across all parts of their business. Symantec leads [...]

What Makes a Good Net Promoter Program?

deboraheastman — Thu, 26 Aug 2010 20:19:33 +0000

I have been reviewing results from our Net Promoter 360 program assessment and benchmark. Dr. Laura Brooks recently presented aggregate results at our Net Promoter conference in London and Dr. Vince Nowinski presented at our conference in New York. My recent reviews have been looking at it from the specific client responses. It’s clear what [...]

Interview: San Francisco Fire Credit Union Takes Member Loyalty to Heart

deboraheastman — Thu, 19 Aug 2010 21:23:32 +0000

In a prior post I discussed the impact that focusing on the customer has had on the Credit Union business and specifically highlighted San Francisco Credit Union’s ability to drive growth with little or no investment in advertising. I recently had the opportunity to collect more insights from Diana Dykstra, President and CEO of San [...]

Customer Survey Design and NPS Measures

deboraheastman — Tue, 03 Aug 2010 17:28:47 +0000

Having just reviewed a client’s Net Promoter® program design, I thought I would provide a perspective on survey design and NPS measures. If you think about it, survey design is the most critical part of your overall program. Without an effective design you can’t get the insight you need to improve your business. You need [...]

The Chief Customer Officer

deboraheastman — Mon, 26 Jul 2010 17:47:33 +0000

In a recent post to the Net Promoter LinkedIn Community, the question was asked about whether companies today should have a chief customer officer. There was a time when I would have said absolutely yes, but my thinking has since evolved. The customer and customer experience are owned by many functions across the business. The [...]

Getting the Right Voice of the Customer in B2B Organizations

deboraheastman — Wed, 07 Jul 2010 15:55:35 +0000

We often get asked about best practices in B2B Net Promoter programs and this recent discussion on the Net Promoter Score Linked In community prompted me to share some of these thoughts. Getting customer feedback in B2B relationships is quite different than in B2C, every voice is not equal when it comes to purchase decisions. [...]