We regularly share our expertise, research, and insights on customer experience through educational webinars. Sessions are recorded and posted here for anytime viewing. We do require a brief registration to access these resources.
The Death and Rebirth of Marketing
This webinar is based on Bill Lee’s legendary article, Marketing is Dead — one of the most read, commented on and recommended posts in the history of the Harvard Business Review Blog Network with 600 comments and more than 4,000 recommendations on HBR’s Facebook page. He’ll show why traditional approaches to marketing are failing in today’s world—indeed, why they don’t make sense. And he’ll show marketers at forward thinking companies are brilliantly adapting to our new, hyper-connected, information saturated world.
Viewers will learn:
- How companies are tapping the most powerful human motivator (that marketers often overlook)
- Uncovering the hidden wealth of your customers
- The new “Promoter-math” for business growth (or, Promoters are like computers—we’re only using 10% of their full potential).
- Maximizing your Return on Relationship© (or, Customers can do a lot more for you than just buy your stuff)
The Real Role of Social Media (is Retention)
How do you get social in a way that makes sense for your business? And how to make business sense of a medium that measures itself in likes, retweets, and follows?
Wonder no more! Social media now drives Word of Mouth (WOM) referrals and customer retention.
But how can social media help make retention a reality? It begins by recognizing that “social media” is really not “media” at all – it is humans connecting with other humans in relationships that bypass traditional media and sales, for both employees and customers, in meaningful, authentic and valuable ways.
Marketing as a Service – Keeping Your
Promises to Customers
Join Joseph Jaffe, leading expert and best-selling author, in this provocative webinar as he outlines:
- The true C.O.S.T. of marketing as a service
- The shift from campaigns to commitments to platforms
- How social media can play an indelible role in “flipping the funnel”
- How to transform marketing from an uninvited guest to a welcome and invaluable one
Flip the Funnel
Join Joseph Jaffe, leading expert and best-selling author, in this provocative webinar as he outlines:
- How to use the new “flipped funnel”methodology, explore the notion of customer experience and the 10 new rules of customer service.
- How to use a social media-powered customer activation model to harness the true potential and impact of customer-generated word-of-mouth, reviews and referrals.
- How retention can become the new acquisition for businesses today.
- How you can literally transform the way your company goes to market for critical competitive edge and advantage.
Grow your Business using Net Promoter®
The growth and success of your company depends not just on new customer acquisitions, but also on customer loyalty. So how do you go about delivering a complete and positive customer experience across your business?
Hear from guest speaker Nick Heath, Head of Communications at Makeitcheaper.com who will share his NPS insights, experiences and the value and importance his business sees in NPS. The webinar also features best practices and presents some key features of our newest product: Xperience Go+, which enables companies to get up and running with an NPS programme in a matter of weeks.
NPS Benchmarks: Behind the Scenes
Customer loyalty directly correlates to financial growth. How do you measure up? Join Steven Nicks, General Manager, North America, Satmetrix at this complimentary webinar and learn how you can:
- Reduce churn and build stronger customer loyalty
- Empower loyal customers to promote your brand
- Generate more powerful customer insights to drive success
- Drive customer obsession through accountability
Steven will share different approaches for understanding Net Promoter Score™ for different industries, with a focus on the Satmetrix methodologies and data available for B2C and B2B benchmarks.
Stories from the Front Line: How to Make a Multi-Country Customer Experience Initiative Successful
Implementing a customer experience program company-wide, across several countries or continents, is one of the most challenging tasks any customer loyalty professional can face. This roundtable discussion addresses the challenges you may face in implementing a global customer experience initiative, what makes these programs successful, and best practices and characteristics you can emulate. Featured speakers include leaders from Expedia.com and Onva Consulting.
Due to technical difficulties, the recording of this session is not available.
Moments of Truth from Successful VoC Programs
With more access to information, increasing sensitivity to price, and decreased reliance on traditional marketing, customers are harder to win and keep. Listen as executive speakers from Experian, Customer Engagement Club, and Satmetrix discuss strategies business leaders should adopt to deliver best-in-class VoC (Voice of the Customer) programs that increase loyalty, drive operational improvements, and deliver profitable growth.
Using Customer Feedback to Fuel Business Growth
Lara Wise, Vice President, Customer Experience and Customer Care, tw telecom, and industry analyst Bruce Temkin join Deborah Eastman, General Manager, Business Consulting, Satmetrix, for a roundtable discussion on how to leverage customer feedback to drive innovation, growth, and superior business results.
Measuring Customer Experience Across the Enterprise
Customer experience leaders need metrics to benchmark and manage the organization’s enterprise-wide customer experience efforts. In this roundtable discussion Deborah Eastman, Chief Marketing Officer, Satmetrix, Megan Burns, Senior Analyst, Forrester Research, and Desirree Madison-Biggs, Director of Customer Insight and Measurement, Symantec, discuss which metrics executives need to benchmark the current state of their firms’ customer experience, and how to track improvements that result from programs they put in place.
Explaining Your Customer Experience – The Who, What, and When
Steven Nicks, Vice President, Satmetrix, addresses key components for gathering customer feedback. The session highlights how to ensure you have trustworthy data and minimize gaming; the importance of segmenting your customer base to ensure you’re getting “voice according to value”; and the importance of keeping the data actionable and closing the loop with your customers.
Energizing your Total Customer Experience Program
Desirree Madison-Biggs, Director, Customer Insight and Measurement at Symantec, highlights how they keep employees energized and motivated around the customer experience. She addresses how to create internal buzz for your program and gain support of the executive team, how to keep the sales team engaged in conversations with their customers outside the sales cycle, and lastly, how to invest in your employees in ways that drive accountability and reward the right behaviors.
Earning your Customers’ Rave: 5 Decisions that Drive Extreme Customer Loyalty in Good Times and Bad
What makes the difference between having customers who like you and customers who love you? Lots of businesses are respected, but only an elite few have passionate, loyal, vocal fans. The kind of customers who rave to friends, family, and even strangers. In this session, Jeanne Bliss, Managing Partner, CustomerBLISS, and author of Chief Customer Officer and I Love You More than My Dog discusses five decisions that drive extreme customer loyalty in good times and bad.
Engaging your Organization to Deliver a Differentiated Customer Experience in B2B Markets
B2B relationships are complex, often involving multiple business units and personnel from across your organization and your customers’. This complexity often leads to a limited view of the account relationship. In this session, Satmetrix CMO Deborah Eastman reviews best practices for managing accounts in a B2B environment, including: (1) focusing on the customer program, not the survey, (2) improving sales engagement, (3) recruiting survey participants, and (4) taking action on customer feedback and closing the loop.
How Companies are Using Cross-Cultural Benchmarks to More Accurately Measure Net Promoter Scores
Dr. Vince Nowinski, Director of Methodology at Satmetrix, discusses how companies are using cross-cultural benchmarking to gain a clearer insight into the drivers of Net Promoter on a global scale. In this session, he shares data points from the Satmetrix multi-cultural benchmarks for Americas, EMEA, and Asia regions.
Enhancing Your Game with a Winning Customer Xperience
John Abraham, General Manager of Net Promoter Programs at Satmetrix, discusses how investments in the customer experience can create a competitive advantage and really propel companies forward. He highlights three leading companies – Symantec, Virgin Media, and LEGO Company – that are going the distance to understand their customers’ end-to-end experience, improve their businesses to deliver what their customers want, and deliver something extraordinary to create a WOW! factor.
Delivering an Award-Winning Voice of the Customer Program
Winner of the recent Forrester Voice of the Customer award, Experian has created a world-class customer experience through their “Client Promise” program. Learn from Laura DeSoto, SVP Strategic Initiatives at Experian, how they are using Net Promoter to drive a customer-centric strategy for managing operational costs during the economic downturn, leading to continued growth and enabling them to outpace the competition.
Understanding the Link between Customer Voice and Business Performance
What actions can you take to improve how well you listen to the voice of the customer and act on the feedback? Learn best practices for crafting a Net Promoter program designed to listen to the voice of the customer, and measure the link between customer loyalty and customer behaviors that contribute to improved business performance. Featured speakers are: Dr. Laura Brooks, co-author, Answering the Ultimate Question, and Vice President, Research and Business Consulting, Satmetrix, and Deborah Eastman, Chief Marketing Officer, Satmetrix.
Creating the Ultimate Customer Experience
Combining lessons learned from researching the book Answering the Ultimate Question and her experience advising companies on how to create loyal customers, Dr. Laura Brooks, Vice President, Research and Business Consulting at Satmetrix, shares the best practices companies have adopted to achieve their goals. She discusses the Net Promoter Operating Model as a vehicle for creating a customer-centric DNA that reduces churn, and increases repurchase and referrals.
Acting on Customer Feedback Results in Increased
Net Promoter Scores
Symantec’s Consumer Software Business Unit, responsible for the industry–leading Norton security products, is seeing significant increases in its Net Promoter Score based on improvements in the product and service experience. Learn from Desirree Madison-Biggs, Director, Customer Experience, Symantec, about the company’s successful program to drive cross-functional collaboration, and improve brand reputation, customer loyalty, and positive word of mouth.
Net Promoter Economics: Exploring the Relationship between Net Promoter and Word of Mouth in the Wireless Industry
Satmetrix has completed our own research examining Net Promoter, positive and negative word of mouth, and the economic impact on corporate growth. Join Dr. Vince Nowinski, Director of Methodology at Satmetrix, as he discusses the link between customer loyalty and customer behaviors that contribute to financial success for companies in the wireless industry.
Making Your Customer Engagement Program Pay
This session focuses on how companies are being successful by developing customer engagement programs as part of their retention and acquisition strategy—and how customer engagement is the best predictor of future success. Learn how to engage your customer to create better products and services, and identify your most NetWorked Promoters™ to activate positive word of mouth. Featured speakers include: Deborah Eastman, Chief Marketing Officer, Satmetrix, and Cameron Conway, Business Consulting, Satmetrix.
Answering the Ultimate Question
Satmetrix CEO, Richard Owen, shares key insights from the book, Answering the Ultimate Question, which he co-wrote with Dr. Laura Brooks, also from Satmetrix. This session focuses on excerpts from interviews with executives and their secrets for creating a customer-centric business model.
Managing Relationships with Your Most Strategic Accounts
Learn how companies are building strategic initiatives to ensure exceptional customer service, interacting with their top accounts and using a Net Promoter program to collect, distribute, and take action on customer feedback. Speakers include: Cheryl Gutierrez, Senior Manager, Customer Experience, Symantec, and Nick Damato, Director, Business Development, Satmetrix.
Net Promoter Economics: Exploring the Relationship between Net Promoter and Word of Mouth in the Credit Card Industry
Satmetrix has completed our own research examining Net Promoter, positive and negative word of mouth, and the economic impact on corporate growth. Join Dr. Vince Nowinski, Director of Methodology, Satmetrix, as he discusses the link between customer loyalty and customer behaviors that contribute to financial success for companies in the financial services – credit card industry.
Building Blocks of a Successful Enterprise Net Promoter Program
Net Promoter is more than just measuring the score; it’s implementing a complete discipline throughout your organization. Learn from John Abraham, General Manager, Net Promoter Programs at Satmetrix, the key steps in developing a Net Promoter framework and the strategies and tactics required to be successful.