Using a customer-metric model to drive business performance
Richard Owen, CEO, and Dr. Laura Brooks, VP, of Satmetrix, talk about a unique customer-focused metric and model to drive business performance, in some cases by over 20% over a short period. Owen relates that management perception of effective customer relationships often differs appreciably from reality, based on several studies performed by Satmetrix. Dr. Brooks elaborates on how their business model differs significantly from traditional market research approaches “in that it engages every part of the organization to focus on customer loyalty.” Specific examples of positive results such as at LEGO and Virgin Media, part of the Virgin Group, are cited by Dr. Brooks to support their confidence in the Satmetrix approach.
Interview Aired: 12/21/2008