Satmetrix Press Release
Satmetrix Founder to Deliver Webinar Based on New Customer Experience Research Published in Harvard Business Review
FOSTER CITY, Calif., — March 22, 2007 — Satmetrix, the leading global provider of on-demand software applications and consulting services to measurably improve customer loyalty, today announced the companys founder Andre Schwager will deliver a webinar based on research presented in a February 2007 article in Harvard Business Review (www.hbr.org) “Understanding Customer Experience”. In this article, Schwager and his co-author Christopher Meyer assert companies can systematically monitor customer experience in order to take steps to improve it ? and their bottom line.
The article delves into and defines various aspects of “customer experience”, including how customer experience management compares to customer relationship management (CRM), how to rally an entire organization around creating better customer experiences, how to obtain the right information from customers, and the importance of acting on customer experience information.
Building on this article, Schwager will deliver a webinar, “Bringing Your Client Promise to Life through the Customer Experience” on Thursday, March 29th at 8:30 am PDT. He will share insights and case studies illustrating how best-in-class organizations succeed, and will highlight key themes for success, from establishing effective executive support to driving organizational action and accountability. Schwager will also discuss the role of customer loyalty metrics such as Net Promoter® in helping companies understand where their company is succeeding in their customers' eyes.
For more information or to register for the webinar: http://www.satmetrix.com/webinar/webinar_2007-03-29.htm.
About Satmetrix
Satmetrix is the leading global provider of on-demand software applications and consulting services to measurably improve customer loyalty. The companys solutions support enterprise-level deployments to gather trustworthy data on customer experience, derive actionable insights, and integrate this information into the daily work flow of employees throughout the organization. Satmetrix co-developed the Net Promoter® customer loyalty metric with Fred Reichheld, noted loyalty expert and Bain & Company Fellow. Satmetrix has deployed more than 700 enterprise feedback solutions in 40 languages. For more information visit www.satmetrix.com, or call 1-650-227-8300 in the US or +44 (0) 845 371 1040 in the UK and Europe.