Satmetrix Webinar: Tools and Techniques for Demystifying B2B Loyalty and Customer Satisfaction Programs
Would you like to monitor and understand your customers' experience with your company better, but are overwhelmed by all the tools, metrics, and techniques available to help you do so?
Large, consumer-oriented, B2C companies have been tracking loyalty and satisfaction for years, in an effort to deliver the right experience to the right person at the right price point. They've tapped into Customer Experience Management (CEM) and metrics such as Net Promoter® to help them do so, and now that effort is gaining momentum with business-to-business (B2B) organizations as well. This session will highlight successful practices, activities, and trends in the B2C space and offer guidance on how to adapt and apply them to the B2B space.
Dr.Paul Marsden from the London School of Economics is the featured speaker. Dr. Marsden specializes in word-of-mouth and consumer-driven innovation (CDI).