Can Service Organizations Drive Corporate Growth?

Businesses across the globe have begun to recognize the central contribution of customer loyalty to profitable growth. Given the central role that service and support organizations play in shaping customer experience, investments in support and service quality are an overlooked opportunity to drive customer loyalty and financial improvement. We will review two recent studies at Satmetrix which reveal that loyalty—including the loyalty of key decision makers who do not interact directly with support and service personnel—is sensitive to the quality of day-to-day customer support. What’s more, we’ll examine how organizations can go about measuring the economic impact that support has on the corporate bottom line, a useful defense against increasing pressures to cut costs. Using Net Promoter—the “Ultimate Question—“ and tying it to both revenue growth and support satisfaction, Dr. Nowinski will walk through an approach that you can apply within your own organization to build a business case for additional investment in support and services.

About the Speaker

Dr. Vince Nowinski is Principal Methodologist of Satmetrix. With over 10 years of experience in the areas of customer satisfaction, customer loyalty, employee opinion surveys, and usability, Dr. Nowinski has helped to design global programs focused on strategic growth, profitability, and customer retention for Satmetrix’s largest and most strategic accounts. He is responsible for overseeing the content and methodology associated with Satmetrix’s suite of Customer Experience Management solutions.

Dr. Nowinski earned a Ph.D. in Social Psychology from Stanford University, where he worked with Dr. Hazel Markus. He also holds a B.A. in Psychology from the University of Notre Dame. He is a member of numerous professional organizations, including the American Psychological Association, the Bay Area Special Interest Group on Human-Computer Interaction (BayCHI), and the Usability Professionals Association (UPA).