The Net Promoter® software company launches Xperience 2.0 product suite to deliver customer experience management programmes that cut churn and improve revenue and profitability
Delivers initial customer experience management programme implementations in as little as four weeks
London – 23 September 2011 - Satmetrix, the Net Promoter software company, has announced the launch of an innovative new product suite that can be used by companies of all sizes to address the issues uncovered in the latest Satmetrix research on customer churn. The software enables businesses to get customer experience management programmes up and running in as little as four weeks. These programmes allow organizations to:
Identify how to deliver a customer experience that reduces churn;
Enable employees to adapt their behavior based on customer feedback; and
Increase positive Word of Mouth (WOM) and recommendations
Delivered as Software as a Service (SaaS), the Xperience 2.0 product suite incorporates over a decade of expertise in best practice customer experience programme implementations and is optimised for the Net Promoter® methodology co-developed by Satmetrix. It enables customers of all sizes to implement a Net Promoter CEM programme in as little as four weeks.
Robert Salvoni, Managing Director of Satmetrix International, said: “Our research shows that companies are not always listening to customers and acting on customer feedback. This means they are missing a critical opportunity to give their customers reasons to stay loyal and to recommend their products and services. The research has also uncovered a 94 point loyalty gulf between the NPS of customers who switch and make negative referrals, versus those who stay loyal and refer their friends. This huge divide can be measured in revenue, profit and company or brand reputation. The high speed and low cost of implementing Xperience 2.0 means that it would be negligent not to invest in a customer experience management programme.”
Key product benefits:
Reducing customer churn
The Xperience 2.0 suite enables front-line staff to “close the loop” with detractors by responding to real-time email alerts. When an alert arrives, staff can drill down into the alert to understand the issue and take action immediately. Outcomes are captured and managers can analyse the data to understand where the process is “broken” and make necessary changes. Customer churn is reduced by identifying themes and prioritising remedial action across functions/silos. Additionally this information enables the transfer and acceptance of best practices through the continual coaching of staff.
Delighting customers: Increasing the lifetime value of customers
Through real-time data capture, at-risk customers or segments can be identified and prioritised for action. Equally, low scoring segments can be identified and themes detected that can drive a range of improvements and process enhancements across functions. Managers gain an enterprise view of all customer touch points allowing them to take a holistic view of what strategic and tactical decisions need to be made in order to continually deliver the best customer experience.
Creating and activating brand advocates and generating positive Word of Mouth
Xperience 2.0 enables organisations to easily identify “promoters” (i.e. customers with high brand loyalty who rate 9 or 10 on their likelihood to recommend). Promoters provide positive WOM and can drive additional revenue, if activated in the right way. Xperience enables promoters to be activated through social media, encouraging them to share their comments on social media sites like Facebook, Twitter and LinkedIn, and facilitating the process for sharing their opinions in a simple straight-forward way.
For more information contact:
Britt Davies, Marketing Director International, Satmetrix
0845 371 1044
Penny Mairoudhiou, Account Director, Onva
01932 268 323
Satmetrix is the leading provider of customer experience management software and the co-developer of the Net Promoter loyalty metric. With its Xperience (SaaS) software product and best practices consulting, Satmetrix delivers actionable customer feedback to drive growth through increased customer retention, increased customer lifetime value, and positive Word of Mouth. Satmetrix has a proven track record of accelerating the success of customer experience programmes with more than 700 enterprise deployments in 40 languages. Satmetrix is headquartered in San Mateo with International offices in London, New York, Paris and India.
More about the Satmetrix Xperience 2.0 product suite - Key product features:
The Xperience product suite is optimised for Net Promoter. Satmetrix has embedded its rich history and experience with 700 programmes across all major verticals globally into the Xperience product thereby enabling clients to reduce risk and accelerate programme success. Best Practices Question Libraries are a standard part of the Xperience product and are configured for use in surveys, to drive alerts and to provide reporting.
PowerPoint and Outlook integration simplify ease of adoption
Xperience has the ability to allow users to work in their native environment through integration with Microsoft Outlook, Microsoft PowerPoint, and CRM systems. Working within PowerPoint, users can create a reporting slide deck incorporating data from Xperience, and schedule reports to go out to relevant stakeholders within the organisation. The reports they receive will have personalised data relevant to the individual. This delivers consistency, quality and automation within a native desktop application. It also ensures the data is relevant – the right information is delivered to the right individual at the right time. As the report generation is an automated process the scope for error is negligible, the data is in near real-time and is dynamically updated with new data over time. Users can also take action on alerts directly within Outlook. When an alert arrives in their email, employees can use the Xperience add-in for Outlook to review the alert, take action immediately and capture outcomes as well as next steps. This makes it easy for frontline staff to act of customer feedback and rescue detractors.
The Xperience dashboard allows users to set up tailored dashboards for each role involved with the CEM programme and then to share it with all people in that role. Information is tailored by permissions so that frontline staff see only their customer’s feedback while their supervisor sees only the data for their team. The dashboard distribution is updated when people are added or removed from a role. The dashboards enable the engagement of executives and the front line sales and support teams to drive the success of the loyalty programme. Pushing the right information out to the team enables them to review and understand client impact and feedback and adapt their behaviour accordingly.
Best Practice Question Libraries
The Question Libraries include both industry and functional question sets, and contain the most effective questions from Satmetrix’ twelve years of implementing Internet-based programmes. Best Practice Question Libraries are configured for use in feedback collection, action planning and insight development via surveys, alerts and reporting. The library speeds deployments of new surveys and ensures that clients collect the most valuable insights from customers.
Social media integration to mobilize promoters
Social media integration in Xperience offers new avenues to harness and distribute feedback. In Xperience, surveys can be configured to allow promoters to post recommendations on social media sites and invite them to participate in social media communities. During the survey, promoters can be asked if they want to share their comments on social media sites (Twitter, Facebook, LinkedIn) with an option to edit their comments before posting. Promoters can also be invited to participate in online communities at the conclusion of the survey. Additionally, promoter alerts can be configured to send an email to the marketing team who can contact customers for a future case study or other marketing promotion.
The Word Cloud chart displays a high-level view of the topics that customers are discussing in their comments. The Word Cloud chart can be configured in an Xperience dashboard and can be used to monitor topics over time and to identify new trends immediately. When a new word or term appears, the Search Feedback tool enables users to find and access all relevant comments. Additionally, the dashboard can show side-by-side Word Clouds from promoters and detractors to show the different topics relevant to each segment.
Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.