Satmetrix Press Release
Satmetrix’ European Thought Leader Roundtable Delivers Service and Support Customer Experience Management Insights
London, UK — January 9, 2006 — Satmetrix Systems, Inc., the leading provider of global enterprise customer experience management software, today announced the findings from its 2005 European Thought Leader Roundtable. Fifteen senior executives from Aggreko, Cable & Wireless, HP, COLT Telecom, Experian, MCI, Nokia, Reuters and Shell gathered in London to share Customer Experience Management (CEM) best practices in a support or contact centre environment.
The three key findings from this roundtable were:
- For many companies, transactional support experience drives a company’s “recommend” score, i.e. the score that indicates the likelihood of an individual recommending a service, product or company to a friend or colleague based on Net Promoter®;
- 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 organisation;
- Timely action on the customer support experience drives the overall value add of the support function to the rest of the organisation.
The Satmetrix European Thought Leader Roundtable is held annually to facilitate the cross-fertilisation of ideas amongst best in class companies interested in CEM. This year, Satmetrix presented the results from recent groundbreaking research conducted by Bain & Company into why companies that are achieving differentiated customer experiences have higher growth and profitability. This is what Bain & Company refers to as Believers versus Achievers.
During the Thought Leader Roundtable HP supported the research findings by highlighting how CEM has been leveraged in its European pre-sales contact centres. Martin Haagoort, Director of Teleweb EMEA at HP, said, “Our goal was to create a collection of customer-centric engagement experiences for HP employees that recognizes and inspires similar conversations and action at all levels and empowers employees to be champions for the customer in inventing and delivering the best customer experience against the HP brand promise. Satmetrix has helped us put customer feedback into action.”
Chris Ducker, Senior Director, E2E Performance at MCI EMEA, also reinforced Satmetrix’ research findings by revealing how MCI has used CEM to drive change. “We wanted to better measure our relationship with our customers,” he said. “Research projects focus on data collection and statistics, and the methodologies do not provide any linkage to actual business performance or involve line management. Satmetrix’ operational approach provided us with an infrastructure that engages line management to own CEM success, ensures alignment between the CEM programme, organizational strategy and operations as well as programme architecture.”
Martin Green, Managing Director, Europe, Middle East and Africa at Satmetrix, said, “Some interesting and provocative research was released to the roundtable audience that proved the predictive relationship between the quality of a transaction at the customer service level and executive level support for the company. The research findings and feedback we received during the roundtable have confirmed for us the belief that call centres and support organizations should not be viewed as a cost centre but instead as a value-added partner to the business.”
The European Thought Leader Roundtable is part of a global programme of roundtables. The next one is scheduled to take place at the East Coast of the US. A more precise timing and location will be announced closer to the event itself.
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 metric with Fred Reichheld, Bain Fellow and director emeritus. For more information about Satmetrix Systems, call 650-227-8300 or visit www.satmetrix.com.