Customer Profile

Barry Mainz

Talk about mission-critical: When a passenger jet or military helicopter can't take off because of a software bug, it can literally be a matter of life or death. Real-time customer feedback helps Wind River Systems:

• Hear the voice of the customer
• Funnel intelligence into business processes
• Drive continuous improvement
• Enhance the company's “DNA”

Barry Mainz, Vice President of Worldwide Customer Operations, uses Wind River's partnership with CustomerSat to help get in touch with their customers.

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by Annette Gleneicki

Are you struggling to boost your survey response rates—but nothing seems to work? Get expert answers to these pressing questions:

• Why is it important to maximize response rates?
• What are the best ways to do it?
• Should you offer incentives?

Annette Gleneicki, Director of Professional Services at CustomerSat, offers a comprehensive list of action items to encourage customers to provide the feedback you need.

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Events:
Mark your calendar

Join CustomerSat for three important conferences in Q1&2 2006.

Linking Customer Feedback to Business Results is the subject of the IIR conference in Ft. Lauderdale, FL, February 27 to March 1. Learn More

Discover Best Practices That Deliver Immediate Impact. The SSPA Conference will be held in San Diego, April 9-11. Learn More

7th Annual Six Sigma Summit and Excellence Awards "How to drive your process excellence from deployment to unconscious competence", April 24 - 27, 2006, The New Connaught Rooms, London, UK. Learn More

Article
Winning Back "Lost" Customers:
Who Do You Woo – and How?

Many companies lose up to 40% of their customers every year. But a lost customer is not a lost cause. Implement a well-designed customer winback program and you can:

• Actually increase the customer's loyalty
• Boost revenues for less than the cost of acquiring a new customer
• Improve your company image and increase employee morale

So who do you woo – and how? Jill Griffin, best-selling business author and President of Griffin Group, Inc., gives the six reasons why customers leave in the first place, then explains how to identify and win back those ex-customers with highest potential.

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CustomerSat is proud to have presented one of our twelve 2005 ACE awards to McKesson Ireland's Cork office.

The CustomerSat ACE Awards certify, acknowledge, and celebrate outstanding achievement in customer satisfaction maintained throughout the year.