As Rick and Patrick effectively communicated in their respective sessions, a well-designed Net Promoter program offers an abundance of actionable intelligence for company leadership.
Scottsdale, Ariz. (PRWEB) February 11, 2014
Five hundred professionals converged in Miami to hear from experts and exchange best practices at the 8th Annual Net Promoter® Customer Experience Conference, January 30-31, 2014. The conference featured a diverse lineup of presentations, including two separate success stories from Satrix Solutions clients, Covario and TriNet.
Rick Clancy, who heads public relations at Covario, shared how the search and content marketing firm has successfully created a Net Promoter culture through hiring, training, incentives, internal branding, business development and effective communication – all of which has led to a differentiated service experience and strong growth.
“Net Promoter is part of Covario’s DNA,” Clancy said. “It is embedded in our corporate culture and it has broad reaching impact on how we fundamentally manage the business, access client satisfaction and evaluate employee commitment tied to our values of passion, innovation and partnership.”
Patrick Villella, vice president of Client Services at TriNet, a leading cloud-based provider of HR services, described how his team used lessons learned from last year's conference to reshape TriNet's Net Promoter program. He explained how his organization has effectively raised the bar with closing the loop, reporting, segmentation and employee accountability.
“Our revamped Net Promoter program has provided TriNet with rich and valuable insights that drive continuous improvement for our clients,” said Villella. “Understanding the evolving needs of our clients is critical as we strive to deliver world-class service in a rapidly changing market.”
“As Rick and Patrick effectively communicated in their respective sessions, a well-designed Net Promoter program offers an abundance of actionable intelligence for company leadership,” said Evan Klein, founder and president of customer and employee feedback firm, Satrix Solutions. “Both Covario and TriNet appreciate that customer centricity is a team sport, with everyone playing a vital role in organizational success. Embracing this philosophy was the central theme at this year’s conference.”
To view the Covario or TriNet presentation, please visit: http://www.satrixsolutions.com/resource-center/.
About Satrix Solutions
Satrix Solutions was founded with a primary goal — help businesses maximize potential and opportunity. Organizations rely on the company’s formal feedback programs to gather valuable insights from customers, employees, and prospects. The expert analyses and recommendations delivered by Satrix Solutions serve as a blueprint for driving operational improvements to enhance the customer experience. By leveraging a proven approach to capturing and responding to the needs of the market, clients are able to improve customer and employee retention, maximize share-of-wallet, and increase sales close rates. Satrix Solutions is a certified Net Promoter® Loyalty Partner and serves organizations in a variety of industries, each focused on realizing the financial benefits of creating a differentiated service experience. For more information, visit http://www.SatrixSolutions.com or call 480.773.6120.
® Net Promoter, Net Promoter Score and NPS are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld