Welcome to the inaugural blog for Satmetrix.com

Welcome to the inaugural blog for Satmetrix.com. I’m Deborah, the Chief Marketing Officer, and I am excited to start the conversation with you about what’s happening at Satmetrix and trends in our market. I look forward to your comments.

Satmetrix recently announced the acquisition of Informative, which enables companies like LEGO and Intuit to build interactive communities to further its customer loyalty programs. It’s an exciting time for the company and for the market. There is no doubt that Net Promoter score (NPS) and operational loyalty programs are creating a disruptive force in our industry.  Satmetrix and Informative clients are seeing positive results. Our clients are opting for Net Promoter over traditional loyalty measures as it is easy to understand and actionable, enabling them to change from a more passive customer measurement program to an active organization-wide loyalty improvement program. By successfully integrating NPS across the business, they get information into the hands of the employees on the frontline to change relationships one customer at a time, and engage in a dialog that enables customer centric innovation.

Some success stories include:

• Experian was able to double their Net Promoter scores over 6 quarters and experienced 8 quarters of double digit growth in a mature market.

• IBM Enterprise Content Management increased its Net Promoter scores by 26% and experienced double digit growth in their installed base with less than 5% churn.

• Based on its interactive customer community, LEGO created the Imperial Star Destroyer costing almost three hundred dollars. It sold out in five weeks.

These are just a sample of the many stories that demonstrate that by integrating customer feedback into every part of the business you can increase growth and profitability.  There is no doubt that the traditional approach of offline analysis, complex loyalty indexes and periodic management reporting offer limited value. While you can monitor a measure of loyalty and identify the big hairy monsters that impact customer loyalty, it’s a rear view mirror approach that merely shows you what happened as a result of your organization’s inability to effectively meet customer expectations.

The Satmetrix and Informative solution provides companies insight into their customers and allows companies to take action in real-time. We enable companies to collect customer feedback and engage in an ongoing dialog with them to identify ways to improve business, deliver superior service, drive loyalty and improve retention of growth of your most profitable customers.

It’s an exciting time in our market and I look forward to working with our clients to improve loyalty and drive financial performance. We will continue to share our experiences with you and provide insights into the success companies are experiencing through this new approach to collecting, distributing and taking action on customer feedback. 

Look forward to hearing from you.

Deborah Eastman

CMO

Satmetrix