Satmetrix Press Release
June 22, 2005
Satmetrix Systems’ Thought Leader Roundtable Delivers Customer Experience Management Insights on Service and Support
Top Executives From Leading Global Companies Share Customer Experience Best Practices
FOSTER CITY, Calif., — June 22, 2005 — Satmetrix Systems, Inc., the leading provider of global enterprise customer experience management (CEM) software, announced today the findings from its most recent Thought Leader Roundtable. Top executives convened in San Francisco, California, to exchange best practices in CEM and learn how to optimize the service equation to support the overall customer experience.
“Attendees at this event have found that customer service and support organizations have traditionally captured customer feedback, but by the time the data has been collected and analyzed, satisfaction and loyalty may have already significantly deteriorated,” said Patrick Saeger, vice president of customer support, Mercury Interactive. “The real-time measurement and analysis capabilities provided by Satmetrix gives Mercury Interactive the ability to push the right information to the right individuals before that happens.”
“Some interesting and provocative findings were released to this audience around the predictive relationship between the quality of a transaction at the customer service level and executive level support for the company,” said Dr. Laura Brooks, vice president of research and consulting for Satmetrix Systems. “This confirmed for us the belief that the support organization should not be viewed as a cost center, but instead a value-added partner to the business. The leading global companies who shared their best practices at this event have enabled front line service center personnel to make use of real-time distribution of information from their CEM solution to support decision-making -- ultimately influencing executive loyalty.”
The three key findings from this roundtable were:
- For many companies, transactional support experience drives a customer’s “recommend” score and the time lag between a poor support transaction experience and impact on their “recommend” score is a little as three months.
- Executive-level loyalty is highly sensitive to declines or improvements in transactional-level customer service and support. The overall support experience, combined with whether an executive would recommend the product or service, is the strongest link to whether or not the customer will spend more money with a company or organization.
- Customer experience data collection, even while running smoothly in customer service areas, needs to be consistently integrated across the organization for maximum effectiveness.
The next Satmetrix Thought Leader Roundtable will be held October 2005 in Europe.
About Satmetrix
Satmetrix Systems, Inc., headquartered in Foster City, Calif., is the leading global enterprise customer experience management (CEM) software company. Satmetrix Systems provides the most complete solution to allow organizations to manage and improve the customer experience across all touch points for profitable growth. The company helps customers turn insight into action through transformation of business processes. Satmetrix Systems also provides industry thought leadership; it developed the Net Promoter Ò metric with Fred Reichheld, Bain Fellow and director emeritus. For more information about Satmetrix Systems, call 650-227-8300 or visit www.satmetrix.com.