How Much More Does It Cost to Acquire New Customers Than to Retain Existing Ones?

If your business is like most, the difference is huge. Acquisition is expensive, and so is the cost of a lost customer. Business-to-consumer companies live by a simple equation: more promoters plus fewer detractors equals profitable growth. The customers you keep have tremendous value, especially if they promote your brand to potential buyers. In fact, there’s nothing more valuable than an evangelistic customer.

Customers evaluate you at every interaction, from the purchase and billing experience to key touch points such as service and support. You need to monitor the end-to-end customer experience because a breakdown at any point can result in increased customer churn – and in negative feedback that can potentially reach millions of people through a single social media post.

So what is your organization doing to ensure that you’re not only satisfying but delighting your customers, so they continue to buy from you and refer others?

Satmetrix Provides the Software Answer to the Ultimate Question: Do Your Customers Recommend You?

The Satmetrix Net Promoter software is the fast, powerful, and complete solution that delivers full process support for the four things you need to do – and do well – to build a successful customer experience using Net Promoter:

• 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

Developed for customer-obsessed companies that want the greatest benefit from their Net Promoter program and supplemented with recognized expertise, the Net Promoter software from Satmetrix gives B2C companies the clear path to action.

What Sets Us Apart

• High volume, multi-modal data collection — Collect data continuously via email, or web, IVR, SMS/Text Message, telephone-based interviews, and interactive communities
• Enterprise-wide reach — Support all of your customer touch points in every corner of the globe and conduct deep customer segmentation to understand what’s working, what’s not, and why
• Empowerment at the front line — Actionable insights are delivered straight to employees so they can take immediate action, creating more promoters and rescuing detractors
• Mobilizing promoters — Build your program with ways to nurture promoters and generate positive Word of Mouth and referrals through social media
• Flexible dashboards and reporting – Evaluate performance in the same way you run your business: by region, product line, customer segment or other measures
• Industry benchmarking – Compare your company’s performance to benchmarks across 18 industries

Ready to start a conversation?
Call us at 888.800.2313 (North America) or +44 845 371 1040 (outside North America) or contact us