Understanding what drives customer loyalty is even more important during a recession when companies are searching for opportunities to stabilize and grow their enterprise. Net Promoter® is a valuable tool that companies can use to understand and leverage the equity within their customer set.
Toronto, Canada (PRWEB) April 2, 2009
Consumer Contact ULC announced today that it has become a Net Promoter® Loyalty Partner, enabling the company to provide clients with certified Net Promoter® measurement and tracking metrics.
"We are very excited to become the first Net Promoter® Loyalty Partner in Canada," said Derek Bildfell, President of Consumer Contact ULC. "As one of the largest research data collection companies in North America, this will allow us to provide best practices in data collection to those companies truly committed to measuring and tracking customer loyalty. We've been implementing data collection and reporting projects for over 38 years. In the past 12 years we've developed deep expertise in interviewing our clients' customers on their behalf, so this is an ideal opportunity to leverage our telephone data collection experience with the industry-standard Net Promoter® methodology."
Net Promoter® was co-developed by business author Fred Reichheld, management consultancy Bain & Company, and customer experience software provider Satmetrix. John Abraham, General Manager of Net Promoter® Programs at Satmetrix added, "We are very pleased to welcome Consumer Contact as a Net Promoter® Loyalty Partner. With their expertise in managing telephone-based customer loyalty programs, Consumer Contact will be a valuable addition to the network of companies that partner with us to implement Net Promoter® solutions."
Consumer Contact sees this partnership as an important step in its continued growth. "Every company's most important asset is their customer equity," said Bildfell. "Understanding what drives customer loyalty is even more important during a recession when companies are searching for opportunities to stabilize and grow their enterprise. Net Promoter® is a valuable tool that companies can use to understand and leverage the equity within their customer set."
About Consumer Contact ULC
Consumer Contact conducts over 1 million customer loyalty interviews a year and is driven by a passion for quality based on nearly 38 years of experience. Consumer Contact has the well-earned reputation as being the company that can handle the largest, most complex research projects. The North American based company has five call centers and 450 stations. Industry leading interviewer training and quality control, combined with Client Project Teams and easily accessible off-site monitoring, guarantees the highest of quality standards. Consumer Contact specializes in continuous tracking, customer satisfaction and business to business research.
For further information: Derek Bildfell, President Consumer Contact 1-416-493-6111.
About Net Promoter
Net Promoter® is both a loyalty metric and a discipline for using customer feedback to fuel profitable growth. Developed by Fred Reichheld, Satmetrix, and Bain & Company, the concept was first popularized through Reichheld's book The Ultimate Question, and has since been embraced by leading companies worldwide as the standard for measuring and improving customer loyalty. The Net Promoter Score, or NPS®, is a loyalty metric that is based on customers' likelihood to recommend the company's product or service. NPS® is calculated as the percentage of customers who are Promoters, minus the percentage who are Detractors. More information is available at http://www.netpromoter.com.
Satmetrix, the Net Promoter Company, delivers customer experience programs that increase retention, repurchase and referrals. Satmetrix combines innovative technology and proven expertise to mobilize organizations to act on customer feedback at every touch point. While most programs focus on measuring satisfaction, Satmetrix focuses on creating loyal customers by delivering real-time customer feedback to every employee, developing business processes that create a differentiated customer experience, and identifying key areas for improvement. For more information, visit http://www.satmetrix.com, or call 1-888-800-2313 in the US or +44 (0) 845-371-1040 in Europe.
Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.
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