Satmetrix Webinar: Achieving with Customer Experience Management
How FileNet is Increasing Customer Loyalty and Growing their Business
The Customer Experience Gap
Recent research from Bain and Company found that 80% of companies believe they provide a superior customer experience, but only 8% are really delivering it. It’s hard to believe, but true. The majority of companies today believe they are delivering an excellent customer experience, but Bain uncovered through their research that there is a very large gap between the so-called “Believers” and “Achievers.”
Tune into this informative webinar to learn what Achiever companies are doing differently to positively affect the customer experience and increase customer loyalty in today’s ultra-competitive environment. The session will highlight key elements of a successful customer experience management program and also discuss how Net Promoter® can play a role in achieving superior customer experience.
FileNet: An Achiever Case Study
Suhail Khan, Director of Customer Loyalty Programs at FileNet, will be a guest speaker during the session. Mr. Khan will provide a real-world example of how FileNet’s long-running customer experience management program is making the company a true Achiever, by increasing customer loyalty and satisfaction, and ultimately driving business benefits. In his case study, Mr. Khan will share:
- FileNet’s business challenges
- Overview of FileNet’s Customer Experience Program
- How FileNet leverages Net Promoter
- Key success factors of the FileNet program
- Results and business benefits achieved