Satmetrix, the co-developer of Net Promoter®, a new approach for measuring and improving customer loyalty, has opened a new UK Information Office for journalists and bloggers.
Net Promoter is much more than a metric, it’s a discipline by which companies profitably grow by focusing on their customers
As the co-developer of Net Promoter®, Satmetrix is the UK leader on how to employ Net Promoter to drive business improvement, customer loyalty and business innovation. In the current financial climate, organisations at all levels need to focus on retaining and increasing profitable customers. One simple question – “Would you recommend us to a friend or colleague?” – allows companies to identify Promoters and Detractors and produce a clear assessment of an organisation’s performance through its customers’ eyes.
Blue-chip companies that have already embraced Net Promoter include some of the world’s best-known brands: Allianz, BUPA, eBay, Experian, Sony, IBM, LEGO, Virgin Media, etc. There is now a global acceptance amongst CEOs of some of the world’s largest enterprises that Net Promoter® is a robust foundation for effective business improvement, because it helps them to align the business around what their most profitable customers want. The London School of Economics has tested and proven the concept; and there is an increasing number of certified practitioners of Net Promoter®, which is an open standard.
Driving business improvement and customer-led business innovation
As a world-leading authority on Net Promoter®, Satmetrix has developed a proven methodology for achieving business improvement and innovation. The Satmetrix Enterprise solution gives organisations the ability to capture customer feedback dynamically, either through relationship analysis or on a transactional basis after critical touchpoints, and then adjust business processes based on that feedback. It also allows organisations to link KPIs for the organisation – including employee remuneration – to exceeding customer expectations. Satmetrix can deliver genuine economies of scale when deployed in multiple territories.
In addition to driving business improvement to create stronger, more profitable businesses, Satmetrix helps organisations drive business innovation by recruiting customers to co-innovate future products and marketing initiatives. We have helped leading brands such as Lego and myM&Ms deliver significant business success as a result of consumer innovation and the word of mouth recommendations this generates.
A media resource about topical business issues
Satmetrix, the Net Promoter® Company, has opened its UK Information Office to provide a rich resource for comments and facts connecting to the following business issues:
1. Customer loyalty and retention
2. Business improvement and exceeding customer expectations
3. Customer driven service and product innovation
4. How to become a customer-centric organisation
Via the information office we shall be able to connect you with experts on the topics above and other related issues, for one-to-one briefings, comments and opinion pieces, including
- Laura L. Brooks, PhD, VP, Research & Consulting – co-creator of Net Promoter and an expert on its link to organizational performance.
- Martin Green, VP, EMEA – with an extensive track record in managing complex global customer loyalty programmes, specialising in international telecomms and technology.
- Henry Jones, MD, UK – with expertise in customer experience management, working with blue-chip clients to develop loyalty and Net Promoter® programmes to successfully deliver true business benefits.
- Richard Owen, President & CEO – an expert on how global brands can deliver a consistent customer experience.
We shall also be able to provide direct contact with Satmetrix customers who have used Net Promoter and the Satmetrix solutions.