Conférences Web
Nous partageons régulièrement notre expertise, nos recherches et nos perspectives sur l’expérience client à travers des conférences web. Ces conférences sont enregistrées et disponibles ci-dessous, en anglais seulement pour le moment. Nous vous demanderons vos coordonnées avant que vous puissiez y accéder.
Using Customer Feedback to Fuel Business Growth
Lara Wise, Vice President, Customer Experience and Customer Care, tw telecom, and industry analyst Bruce Temkin join Deborah Eastman, General Manager, Business Consulting, Satmetrix, for a roundtable discussion on how to leverage customer feedback to drive innovation, growth, and superior business results.
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Measuring Customer Experience Across the Enterprise
Customer experience leaders need metrics to benchmark and manage the organization’s enterprise-wide customer experience efforts. In this roundtable discussion Deborah Eastman, Chief Marketing Officer, Satmetrix, Megan Burns, Senior Analyst, Forrester Research, and Desirree Madison-Biggs, Director of Customer Insight and Measurement, Symantec, discuss which metrics executives need to benchmark the current state of their firms’ customer experience, and how to track improvements that result from programs they put in place.
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Explaining Your Customer Experience – The Who, What, and When
Steven Nicks, Vice President, Satmetrix, addresses key components for gathering customer feedback. The session highlights how to ensure you have trustworthy data and minimize gaming; the importance of segmenting your customer base to ensure you’re getting “voice according to value”; and the importance of keeping the data actionable and closing the loop with your customers.
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Energizing your Total Customer Experience Program
Desirree Madison-Biggs, Director, Customer Insight and Measurement at Symantec, highlights how they keep employees energized and motivated around the customer experience. She addresses how to create internal buzz for your program and gain support of the executive team, how to keep the sales team engaged in conversations with their customers outside the sales cycle, and lastly, how to invest in your employees in ways that drive accountability and reward the right behaviors.
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Earning your Customers’ Rave: 5 Decisions that Drive Extreme Customer Loyalty in Good Times and Bad
What makes the difference between having customers who like you and customers who love you? Lots of businesses are respected, but only an elite few have passionate, loyal, vocal fans. The kind of customers who rave to friends, family, and even strangers. In this session, Jeanne Bliss, Managing Partner, CustomerBLISS, and author of Chief Customer Officer and I Love You More than My Dog discusses five decisions that drive extreme customer loyalty in good times and bad.
Engaging your Organization to Deliver a Differentiated Customer EXperience in B2B Markets
B2B relationships are complex, often involving multiple business units and personnel from across your organization and your customers’. This complexity often leads to a limited view of the account relationship. In this session, Satmetrix CMO Deborah Eastman reviews best practices for managing accounts in a B2B environment, including: (1) focusing on the customer program, not the survey, (2) improving sales engagement, (3) recruiting survey participants, and (4) taking action on customer feedback and closing the loop.
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How Companies are Using Cross-Cultural Benchmarks to More Accurately Measure Net Promoter Scores
Dr. Vince Nowinski, Director of Methodology at Satmetrix, discusses how companies are using cross-cultural benchmarking to gain a clearer insight into the drivers of Net Promoter on a global scale. In this session, he shares data points from the Satmetrix multi-cultural benchmarks for Americas, EMEA, and Asia regions.
Enhancing Your Game with a Winning Customer Xperience
John Abraham, General Manager of Net Promoter Programs at Satmetrix, discusses how investments in the customer experience can create a competitive advantage and really propel companies forward. He highlights three leading companies – Symantec, Virgin Media, and LEGO Company – that are going the distance to understand their customers’ end-to-end experience, improve their businesses to deliver what their customers want, and deliver something extraordinary to create a WOW! factor.
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Delivering an Award-Winning Voice of the Customer Program
Winner of the recent Forrester Voice of the Customer award, Experian has created a world-class customer experience through their “Client Promise” program. Learn from Laura DeSoto, SVP Strategic Initiatives at Experian, how they are using Net Promoter to drive a customer-centric strategy for managing operational costs during the economic downturn, leading to continued growth and enabling them to outpace the competition.
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Understanding the Link between Customer Voice and Business Performance
What actions can you take to improve how well you listen to the voice of the customer and act on the feedback? Learn best practices for crafting a Net Promoter program designed to listen to the voice of the customer, and measure the link between customer loyalty and customer behaviors that contribute to improved business performance. Featured speakers are: Dr. Laura Brooks, co-author, Answering the Ultimate Question, and Vice President, Research and Business Consulting, Satmetrix, and Deborah Eastman, Chief Marketing Officer, Satmetrix.
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Net Promoter: Five Years of Answers
Satmetrix CEO, Richard Owen, shares key learnings from Answering the Ultimate Question, the book he co-wrote with Dr. Laura Brooks. He explains how business leaders can apply Net Promoter to become more customer-centric, thereby improving word of mouth, customer loyalty, and revenue growth.
Creating the Ultimate Customer Experience
Combining lessons learned from researching the book Answering the Ultimate Question and her experience advising companies on how to create loyal customers, Dr. Laura Brooks, Vice President, Research and Business Consulting at Satmetrix, shares the best practices companies have adopted to achieve their goals. She discusses the Net Promoter Operating Model as a vehicle for creating a customer-centric DNA that reduces churn, and increases repurchase and referrals.
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Acting on Customer Feedback Results in Increased
Net Promoter Scores
Symantec’s Consumer Software Business Unit, responsible for the industry–leading Norton security products, is seeing significant increases in its Net Promoter Score based on improvements in the product and service experience. Learn from Desirree Madison-Biggs, Director, Customer Experience, Symantec, about the company’s successful program to drive cross-functional collaboration, and improve brand reputation, customer loyalty, and positive word of mouth.
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Net Promoter Economics: Exploring the Relationship between Net Promoter and Word of Mouth in the Wireless Industry
Satmetrix has completed our own research examining Net Promoter, positive and negative word of mouth, and the economic impact on corporate growth. Join Dr. Vince Nowinski, Director of Methodology at Satmetrix, as he discusses the link between customer loyalty and customer behaviors that contribute to financial success for companies in the wireless industry.
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Making Your Customer Engagement Program Pay
This session focuses on how companies are being successful by developing customer engagement programs as part of their retention and acquisition strategy—and how customer engagement is the best predictor of future success. Learn how to engage your customer to create better products and services, and identify your most NetWorked Promoters™ to activate positive word of mouth. Featured speakers include: Deborah Eastman, Chief Marketing Officer, Satmetrix, and Cameron Conway, Business Consulting, Satmetrix.
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Answering the Ultimate Question
Satmetrix CEO, Richard Owen, shares key insights from the book, Answering the Ultimate Question, which he co-wrote with Dr. Laura Brooks, also from Satmetrix. This session focuses on excerpts from interviews with executives and their secrets for creating a customer-centric business model.
Managing Relationships with Your Most Strategic Accounts
Learn how companies are building strategic initiatives to ensure exceptional customer service, interacting with their top accounts and using a Net Promoter program to collect, distribute, and take action on customer feedback. Speakers include: Cheryl Gutierrez, Senior Manager, Customer Experience, Symantec, and Nick Damato, Director, Business Development, Satmetrix.
Net Promoter Economics: Exploring the Relationship between Net Promoter and Word of Mouth in the Credit Card Industry
Satmetrix has completed our own research examining Net Promoter, positive and negative word of mouth, and the economic impact on corporate growth. Join Dr. Vince Nowinski, Director of Methodology, Satmetrix, as he discusses the link between customer loyalty and customer behaviors that contribute to financial success for companies in the financial services – credit card industry.
Building Blocks of a Successful Enterprise Net Promoter Program
Net Promoter is more than just measuring the score; it’s implementing a complete discipline throughout your organization. Learn from John Abraham, General Manager, Net Promoter Programs at Satmetrix, the key steps in developing a Net Promoter framework and the strategies and tactics required to be successful.
