White Papers

These resources will help you understand the importance of managing customer experience and offer insight into how Satmetrix works with each client.

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Net Promoter

• Using Technology to Improve your Net Promoter Program
  
  
• Net Promoter Community Research: Assessing the
  Progress of Customer Loyalty Programs
  
  
• Improving Your Net Promoter Scores
  Through Strategic Account Management
  
  
• Neutralizing Cultural Response
  Bias on Customer Loyalty Surveys
  
  
• Net Promoter: The Power Behind
  a Single Number
  
  

Word of Mouth

• Net Promoter Economics: Exploring the Relationship Between
  Net Promoter and Word of Mouth in the Wireless Industry
  
  
• Net Promoter Economics: Exploring the Relationship Between
  Net Promoter and Word of Mouth in the Credit Card Industry
  
  
• Net Promoter Economics: Exploring the Relationship Between
  Net Promoter and Word of Mouth in the Computer Hardware Industry
  
  

Customer Experience

• Customer Experience Management Best Practices
  
  
• Adding Customer Centricity to your CRM Initiative with CEM
  
  

Methodology Best Practices

• Creating a Sampling Strategy for Your Business
  
  

Service and Support

• Is your company a Service Oriented Enterprise?
  
  
• Can Support Organizations Drive Profitable Growth?
  
  
• Delivering More Value with Support Services
  
  

Industry Research

• Aberdeen Group: Industry Best Practices
  in Service Contact Centers and Support Desks
  
  
• Satmetrix Research: Giving Customer
  Voice More Volume from CMO Council