Insights Profit  from Customer Feedback™
Newsletter Q4 2005
News
CustomerSat Moves to Expanded Headquarters

We have moved our corporate headquarters to a pleasant office area with access to major freeways for convenient access by our clients.
Our New Address:

Continuing Phone Numbers:
500 Ellis Street
Mountain View, Ca 94043

Telephone:
Toll free:
Fax

   650 237 3300
800 372 7772
650 934 0949
Article
In Pursuit of the Ultimate in Customer Support

What would it take to:

  • Elevate your company's customer service and support?
  • Deliver the ultimate in customer service and support?
  • Turbocharge your career in the process?
Learn from Phil Verghis, Author of The Ultimate Customer Support Executive (Silicon Press)

Read the article (registration not required)

ACE Award Winners Announced

Twelve 2005 Achievement in Customer Excellence (ACE) Award winners have been selected.  The CustomerSat ACE Awards certify, acknowledge, and celebrate outstanding achievement in customer satisfaction maintained throughout the year.

 Winners are honored for rigorous application of customer feedback processes and outstanding performance as measured by those processes.  CustomerSat ensures that the survey processes on which metrics are based are rigorous, defensible, and repeatable.  The winners are revealed in our latest Press Release

Events
 Join CustomerSat for two important conferences in Q1 2006.

The AMA's Executive Insights Conference: Insights through Innovation will be held in Scottsdale, AZ, January 22-25. Learn More

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

Article
 How (and Why) to Link Employee Perceptions with Customer Satisfaction and Loyalty

Linkage research links customers’ satisfaction experiences to the employees who provide service. By linking employee data to information about customers, organizations discover the human factors that drive customer satisfaction and ultimately competitive advantage. Linkage research identifies the levers for action and the relative importance of those levers.

An explanation of how to make linkage research work for your organization is presented by Benjamin Schneider, Ph.D. Senior Research Fellow and William H. Macey, Ph.D. CEO of Valtera.

Read the article (registration not required)

Article
 Building Loyalty among Executive Level Clients

Metavante, a large financial services technology company, has grown quickly during the past few years.  Senior management wanted to be sure that they were still delighting their customers. From Metavante's desire to know what their clients were really thinking and feeling, the Client Loyalty Program was born. Its mission is to ensure that every customer’s voice is heard and acted upon.

Learn from Pamela Lager, Client Loyalty Program Manager, how Metavante’s partnership with CustomerSat has helped the Client Loyalty Program strengthen customer relationships at the executive level.

Read the article (registration not required)

New in the Resource Center:
Webinar Recording:  Translating Voice of the Customer into Bottom Line Results

Learn how Honeywell Building Solutions met its goal of strengthening the bottom line through improved customer retention and loyalty.  Anthony Pichnarcik describes how his team successfully implemented an integrated VOC Action Management System using Six Sigma tools and a strategic partnership with CustomerSat.

Key Take-Aways:  The Webinar shows how Honeywell:

  • Used real-time analytics and action alerts to drive immediate response to customer concerns and opportunities by customer-facing staff
  • Mobilized and empowered the organization to respond
  • Improved linkages between internal measurements and customer-driven measures
  • Validated the ROI of service quality and feedback systems

The Webinar recording is approximately one hour long.  The link will take you directly to an information page where you can log in to view the recording.  Resource Center registration is not required during the month of November.  View the VOC Webinar

Login or Register Now for access to all Resource Center case studies, webinars, white papers and tutorials.

 
About CustomerSat
CustomerSat, Inc. helps customer-centric businesses design, gather and use real-time feedback to build customer satisfaction and loyalty for long-term profitability and growth.		 Contact Us:
US: 800 372 7772
Europe/UK: +44 1483 850398
Email: info@CustomerSat.com
Web: http://CustomerSat.com
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© 2008 CustomerSat, Inc. All rights reserved.