Archive for May, 2012

Worldwide Study Shows Global Business Anti-Social in a Social Media Age

Wednesday, May 16th, 2012
  • Almost half of companies fail to track social media
  • Over half of companies have no way to respond to customers on social media
  • B2B desperately lagging behind B2C in social media adoption with 75% not measuring social media

                         

London, May 17, 2012 – New worldwide research published today by Satmetrix®, the Net Promoter® software company, highlights that the majority of organisations of all sizes across B2C and B2B are blind to the opportunities and threats of social media.

Highlights of the Satmetrix worldwide social media study include:

  • Businesses are blind to the threats and opportunities of social media
    • 39% have no social media tracking in place at all
    • 51% of B2B have no tracking compared to 22% of B2C companies surveyed
    • 55% of companies ignore customers who provide feedback via social media – by having no process in place to respond
      • This increases to 69% for B2B companies compared to 42% for B2C
    • 67% of companies do not measure or quantify social media – increasing to 75% for B2B companies
      • For those that do have some form of quantification, 56% just count the comments and followers
      • Only 4% have any form of sentiment analysis
    • 60% of businesses do not have an integrated social media strategy (either do nothing, track or follow up only)
    • North America leads the way with 43% of North American companies having a follow up process compared to about 25% in other regions

 

Earlier this year, Satmetrix announced it will change the way businesses measure and use social media with the first-ever Net Promoter social media measurement solution, Satmetrix® SparkScore™.  The solution applies the same NPS® methodology of recommendation behaviour, which identifies detractors, passives and promoters of a brand, to social media sentiment.  With SparkScore, businesses will be able to measure the fluid and unstructured comments and opinions made about their brands online using Net Promoter, the widely-embraced customer loyalty metric and business practice that drives profitable growth.

In the upcoming weeks and months, Satmetrix will be releasing a series of SparkScore solutions. The first, free edition, is currently live in beta version and a limited number of invited customers have been given access. It is scheduled to launch at the Net Promoter Conference in London in June and will measure SparkScores of major brands across select industries. Using Metavana’s rigorous and reliable sentiment engine, SparkScore will analyse the fluid and unstructured comments made about brands across social media sites (Facebook, Twitter, and more), as well as reviews discussion sites and applicable private customer forums, and assign a SparkScore to each brand. Companies will be able to access their overall SparkScore and compare it to their industry’s benchmark and best and worst scores on a weekly basis.

Following this first release, Satmetrix will be embedding its SparkScore solutions into its Net Promoter in the Cloud software applications to enable companies to generate more powerful social media insights and drive action across their organisations to increase business results.

For media wishing to arrange an early look at the free SparkScore site before global launch in June, please contact Matt Manners. Details below.

The research was carried out in January 2012 with community members of www.netpromoter.com. The results are based on 1180 responses from businesses around the globe.

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About Satmetrix

Satmetrix is the leading provider of cloud-based customer experience software for companies worldwide. As co-developer of the industry-leading Net Promoter® methodology, its applications deliver full process support to help companies reduce customer churn, mobilise loyal promoters, generate more powerful insights and drive customer obsession through accountability. With experience on more than 700 deployments in 47 languages and serving clients in more than 50 countries, Satmetrix has the knowledge to accelerate the success of customer experience efforts using Net Promoter. Satmetrix is headquartered in San Mateo, Calif. with offices in London, New York, Paris and India.

www.satmetrix.com

Net Promoter, Net Promoter Score and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc. and Fred Reichheld.

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It’s a man’s world…not anymore as millions of women would rather have a choice on who does their dirty work

Tuesday, May 15th, 2012

London – May 17, 2012 – An independent report of over a 1,000 UK households published today by Pink Plumbers shows that Britain no longer expects or wants a man to do their dirty work but would rather have a choice of a male or female tradesperson. Furthermore, in a double dip recession the report also provides signs of hope to all entrepreneurs looking to set up a business.

Plumbing into the pulse of the nation

When asked what gender they would prefer to fix their plumbing issues, a whopping 86% of women would rather choose a woman or at least have a choice of a woman as a plumber. Only a paltry 14% specifically chose a man for what has traditionally been considered ‘man’s work’.

Big brands a turn off

The respondents from around the UK were also asked which type of plumbing business they would trust the most to do a good job. The results indicate that a small company supported by a recognisable brand would be trusted the most with 50% of people scoring four or five on a scale of one to five. Sole traders ranked second and big companies were the least trusted with just 29% scoring four or five.

Any woman inspired by Jo Lawrence who would like to know more about the opportunities to become a Pink Plumber, can contact her on jo@pinkplumbers.co.uk

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About Pink Plumbers

Pink Plumbers is a national brand delivered locally by qualified female plumbers.  It provides a wide range of professional, affordable and quality plumbing services. Pink Plumbers offers female plumbers the opportunity to establish themselves as licensees and run their independent business under the Pink Plumbers brand with support. Pink Plumbers’ values for honesty, reliability and respect make them leaders in a fast growing network of female plumbers.

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2012 European Net Promoter Conference approaches as iconic brands prepare to share best practices for delivering an excellent customer experience

Tuesday, May 8th, 2012

Dell, Virgin Media, Nokia, ING and others showcase business improvements and insights from their Net Promoter programmes

London — May 9, 2012 — Satmetrix, the Net Promoter® Company and the leader in customer experience software, is proud to announce the schedule for its annual European Net Promoter Conference in London – 14-15 June 2012 at the Grange Tower Bridge Hotel.  Pre-conference, Satmetrix is offering two courses: Social NPS workshop on new techniques for CEM programmes in a social media age as well as the only Net Promoter Certification course.

Leading global brands such as Dell, Virgin Media, Nokia, ING, Aviva, Symantec, Thomson Reuters, Life Financial and Colt have already signed up to present and share best practices.

  • Dell will be talking about their employee NPS programme and how it has impacted their customer NPS
  • Virgin Media will be speaking about how to keep the business focused on the customer whilst improving the bottom line
  • Aviva will be showing us how they’re building a differentiated customer experience plus many more case studies

As a result, venue capacity is running out rapidly and a record attendance is expected.

About the 2012 European Net Promoter Conference:

  • Delegates can take their Net Promoter knowledge to an entirely new level as some of the world’s biggest brands will showcase business improvements by implementing Net Promoter as a discipline
  • Keynote addresses from industry gurus Fred Reichheld and Joseph Jaffe, author of Flip the Funnel and Don Peppers, founding partner of Peppers & Rogers Group
  • Exclusive interviews, presentations, case studies, press releases, images, blogs and podcasts are available before, during and after the event

For more information on the European Net Promoter Conference 2012, including speakers, dates and registration please visit here.

Exclusive access to loyalty legends

The first 50 people to register before May 15 will receive an invitation to attend an exclusive lunchtime Q&A with Fred Reichheld while the next 50 to register will be invited to the exclusive breakfast Q&A with Joseph Jaffe.

Welcome to Social NPS® – Our Advanced Workshop

Satmetrix is inviting everyone to attend a special pre-conference Social NPS Advanced Workshop on 12-13 June to explore new techniques for customer experience programmes in the Social Media age and to accelerate the NPS knowledge to a new level. This two-day workshop on Social NPS does not require a Net Promoter Associate Certification and will include a half-day introduction on the first day for those not certified. Please visit the website for all pricing details and to register to these events.

Media attendance and publication giveaways

Your free pass

Satmetrix has ensured that there are a number of conference passes reserved for media to attend and will be allocated on a first come, first served basis. This allocation is already running out fast from repeat attendance from 2011. We would be happy to help arrange interviews with key spokespeople, brands and Net Promoter experts.

Competitions for your readers

We have also allocated a number of passes for competition giveaways, a standard pass costs £1345 if you believe your readers would be keen to have a chance to win a pass to the European Net Promoter Conference 2012, please contact Matt Manners to agree to competition details, contact details below.

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About Satmetrix
Satmetrix is the leading provider of cloud-based customer experience software for companies worldwide. As co-developer of the industry-leading Net Promoter® methodology, its applications deliver full process support to help companies reduce customer churn, mobilise loyal promoters, generate more powerful insights and drive customer obsession through accountability. With experience on more than 700 deployments in 47 languages and serving clients in more than 50 countries, Satmetrix has the knowledge to accelerate the success of customer experience efforts using Net Promoter. Satmetrix is headquartered in San Mateo, Calif. with offices in London, New York, Paris and India.

www.satmetrix.com

Net Promoter, Net Promoter Score and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc. and Fred Reichheld.

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