Webinars

Review webinars on Net Promoter and related customer experience topics.

Use the following links to access recordings from the Satmetrix website.

Recent webinars include:

  • Moments of Truth from Successful VoC Programs

    With more access to information, increasing sensitivity to price, and decreased reliance on traditional marketing, customers are harder to win and keep. Listen as executive speakers from Experian, Customer Engagement Club and Satmetrix discuss strategies business leaders should adopt to deliver best-in-class VoC (Voice of the Customer) programs that increase loyalty, drive operational improvements, and deliver profitable growth.

  • Using Customer Feedback to Fuel Business Growth

    Lara Wise, Vice President, Customer Experience and Customer Care, tw telecom, and industry analyst Bruce Temkin join Deborah Eastman, General Manager, Business Consulting, Satmetrix, for a roundtable discussion on how to leverage customer feedback to drive innovation, growth, and superior business results.

  • Measuring Customer Experience Across the Enterprise

    Customer experience leaders need metrics to benchmark and manage the organization’s enterprise-wide customer experience efforts. In this roundtable discussion, Deborah Eastman of Satmetrix joins Megan Burns, Senior Analyst, Forrester Research, and Desirree Madison-Biggs, Director of Customer Insight and Measurement, Symantec, to discuss the metrics executives need to benchmark the current state of their firms’ customer experience, and how to track improvements that result from programs they put in place.

  • Explaining Your Customer Experience – The Who, What, and When

    Steven Nicks of Satmetrix addresses key components for gathering customer feedback. The session highlights how to ensure you have trustworthy data and minimize gaming; the importance of segmenting your customer base to ensure you’re getting “voice according to value”; and the importance of keeping the data actionable and closing the loop with your customers.

Access all Satmetrix webinar recordings