Satrix Solutions  
Quarterly Newsletter                                                     February 2013

Vol. 3, Issue 1      

 

Satrix Solutions Customer Feedback Programs

Greetings!

    

One of the biggest concerns companies experience when implementing customer feedback programs are the best approaches for acting on the valuable data they've gathered. This came through loud and clear in the discussions and presentations at the Net Promoter� conference we attended in Miami (see below for additional details) a few weeks ago.

With so much insight and intelligence captured, it's critical to have an organized and structured process for getting the feedback into the right hands, empowering employees to act on it, and closing the loop with customers so they clearly see evidence that their input is being used to make improvements.

We recognize that doing these things well can make the difference between a program that simply uncovers some interesting tidbits versus one that has a meaningful impact on business outcomes. As a result, this topic will be a major focus for our team in 2013.

We've already started working on several "Point-of-View" documents to share with our clients which will focus on strategies and best practices that are proven to drive results. Throughout the year, we will be continuing to discuss these ideas directly with clients, in our newsletters and on our new website. In doing so, we hope to help position your company for success as you advance your customer feedback endeavors.

NPSConfNet Promoter� Adoption is Still Strong     

A look back at the Net Promoter Customer Experience Conference

Recently, the team and I attended the 7th Annual Net Promoter� Customer Experience Conference in Miami.  As a corporate sponsor of the event, it was an excellent opportunity to assemble with some of our industry's most influential thought leaders, including the creator of Net Promoter Score (NPS), Fred Reichheld, and discuss the future of the customer satisfaction and loyalty industry. I have to admit, the location wasn't bad either! 

     
With over 30 speakers, individuals from companies large and small shared their experience adopting, fine-tuning and advancing their Net Promoter programs to fuel growth in their business. For me, one of the most exciting takeaways was the use of Net Promoter among small and mid-sized business-to-business organizations. Among the 500+ attendees were quite a few representatives from B2B companies with $10M to a few billion dollars in revenue - including several Satrix Solutions clients. It's no longer just big consumer brands benefiting from Net Promoter and other customer feedback programs.

Another big highlight for us was supporting our client, Ipreo, as their EVP and Managing Director, Chris Taylor, presented a case study on the success they've had implementing NPS. Leveraging NPS in combination with other feedback programs, the company has experienced meaningful improvement in key business metrics. 

 

 

Continue reading...

The Importance of Memorable Customer Experiences
Lessons Learned at the Hospital
By: Heather Timney, Director of Marketing Communications, Satrix Solutions

This past December a member of my family unexpectedly required a hospital stay. While visiting our relative, my sister mistakenly left her purse, along with her wallet, inside the ladies public restroom. Soon realizing her error she returned to find her purse still there. Her relief was soon gone when she realized her bankcards and twenty dollars were missing from her wallet.

Satrix Solutions Update

Where do I begin? The last few months have been quite busy for Satrix Solutions.  The team and I just returned from the 7th Annual Net Promoter Conference (see previous post) in Miami where we were an event sponsor and we just launched our new website this past week. I'm very proud that the site is not only visually more appealing but it also provides an opportunity for us to share more industry insights and best practices with you via our new blog and resource center. Kudos to our client, Struck, for all of their hard work in creating a new brand identity for us.  Stop by and let us know what you think.

I'm also really excited about the steady growth of our firm as several new companies have been added to our client roster over the last few months including ethology, Response Mine Interactive, Volume 9, and Georgia-Pacific. Client engagements continue to expand and I'm looking forward to the next chapter of our relationships with both Ipreo and EffectiveUI.

We're always focused on ways to provide more value to you. We've recently established a partnership with the Customer Experience Professionals Association (CXPA). This organization not only provides professional development tools, they also care about advancing the field a customer experience management. Next week I'll be a panelist for one of their webinars where we will discuss the challenges customer experience professionals face in the B2B environment. Please check it out if you're interested in learning more.

Last, but certainly not least, a new face has joined our growing company. Christian Muma is our newest Junior Account Manager and will be assisting in the collection of customer feedback and data analyses. He graduated Summa Cum Laude from Arizona State University (Go Sun Devils!) with a BA in Political Science. He's originally from Montreal and is an outdoor enthusiast. Welcome to the team, Christian!

Sincerely,


Evan Klein
Founder & President
Satrix Solutions
evan@satrixsolutions.com 

Direct: 480-773-6120

Cell: 623-229-1414
www.SatrixSolutions.com 

 

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

 

In This Issue
Net Promoter® Adoption is Still Strong
The Importance of Memorable Customer Experiences
Satrix Solutions Update

Previous Articles 

The Employee's Role in a Best-In-Class Service Organization

Customer Advisory Boards: A Unique Opportunity to Listen

Should You Incentivize Employees Based on Net Promoter Score


 

Check Out Our Recent Tweets:  

 

97% of senior execs agree that customer experience is critical to success. 5 Steps to Superior Customer Experience:  http://bit.ly/WmzO06 

The impact can be substantial when clients recognize the commitment your company has to listening: http://linkd.in/ZrbpWv 

 Customer experience is not a sprint...it's a marathon: http://bit.ly/SKMe2N 
 


 ClientNews

In the News:
 

Satrix Solutions Unveils New Brand Identity with Revamped Website

http://bit.ly/ZpQBnw  

 

Response Mine Interactive Partners with Satrix Solutions to Monitor and Maximize Customer Loyalty Using Net Promoter Score� http://bit.ly/YYnBiW   

 

Volume 9 Engages With Satrix Solutions to Adopt Net Promoter Score� to Measure Customer Loyalty http://bit.ly/YWXFrL

   

Integrated Digital Marketing Agency, ethology, Engages Satrix Solutions, Provider of Client Satisfaction Programs, to Facilitate Adoption of the Net Promoter Score� (NPS) Methodology http://mwne.ws/11csGFJ        





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