Customers Rock! Radio
April 2010
Satmetrix CEO Richard Owen was a recent guest on Customers Rock! Radio, hosted by long-time customer advocate, industry thought leader, and consultant Becky Carroll. Her Customers Rock! blog has been recognized/awarded: A Top 25 Marketing Blog, AdAge’s Power150, and Thinking Blogger Award.
During three segments, Richard and Becky discuss the importance of listening to customers, gathering social media feedback and turning it into action, and how to operationalize Net Promoter.
Using Net Promoter as a Business Strategy
Richard Owen and Becky Carroll discuss good predictors of future business success, how to influence behaviors within a company, and how to “operationalize” NetPromoter. It’s more than just a score!
(12 minutes)
Building Tools for Customer Experience Success
Becky Carroll and Richard Owen discuss how best to use social media to improve the customer experience (hint: these are NOT your only customer feedback channels), creating real return from customer experience programs, and how to provide incentives for the right employee behaviors that support these programs.
(12 minutes)
Net Promoter and Customer Experience:
Voice of the Customer
Becky and Richard Owen explore how Voice of the Customer differs from CRM, how interpreting customer data is “like reading tea leaves”, and examples of which companies are actively using customers to help them improve their products and services. Companies mentioned: Intuit, Lego, Experian Financial Services.
(12 minutes)
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