Applying the company’s passion and energy to customer loyalty is paying off, says Thermo Fisher VP Dan Shine, who led the NPS implementation team.

Read the profile
(registration not required)

CustomerSat client BNSF Railway awarded Gartner CRM Excellence Award, "Excellence in Enterprise CRM"

This was one of three awards presented at the annual Gartner CRM Summit in Chicago in September.

Interview:
Which Measures of Customer Satisfaction and Loyalty Best Predict Business Performance?

Interview with
Professor Neil A. Morgan

Which customer measures can your company undertake to most influence annual sales growth, market share, cash flow, gross margins and other important performance metrics? After examining seven years of data from 80 different firms, Professor Neil A. Morgan of Indiana University’s Kelley School of Business concluded:

Morgan was also surprised how quickly changes in customer measures impact business performance.

Read the interview (registration not required)

Article:
Apostle Model Combines Loyalty and Satisfaction to Deliver Customer-Specific Insights

by Monica David

Customer attitudes and intentions predict actions -- including their decision to leave you for another provider. By measuring both loyalty and satisfaction, the Apostle Model not only provides invaluable warning signals about at-risk customers, it can even tell you what you need to do to save them.

CustomerSat’s Vice President of Professional Services, Monica David, explains how it works and why it’s a valuable approach.

Read the article (registration not required)

IQPC Customer Feedback Summit 2007: January 22 - 25, New Orleans, LA. Hear from world class organizations as they share their experiences in best practices in measuring and translating customer feedback into organizational action that will drive bottom line results and improve the customer experience. Learn More

IQPC 8th Annual Six Sigma Summit: January 22 - 25, Miami, FL. The new focus for 2007 is innovation…exploring the future of process improvement methodologies and what this will mean for your bottom line! Learn More

IIR Linkage 2007: February 26 - 28, Hollywood, FL. Finally, the one event highlighting the entire customer feedback continuum - from collection to analysis to action - and how to WOW your customers every step of the way. Hear action-oriented perspectives to help you do your job BETTER, FASTER, SMARTER. Learn More

-- Save the Date --
2007 CustomerSat Leadership Conference
May 1 - 2, 2007, San Jose, CA. More details to come in January!