Deborah Eastman
Deborah has spent her career with a passion for customer success. As the Chief Customer Officer at Satmetrix her responsibilities include thought leadership development, consulting, certification training, and continuous improvement of the Satmetrix experience. She is a frequent speaker and blogger on Net Promoter and Customer Experience.
NPS is the industry standard for measuring customer experience and loyalty. However, while many organizations across industries believe that they’re using NPS methodology...
I was speaking with a colleague the other day who asked me about the state of Net Promoter community in today's customer experience oriented...
Airlines are the poster child for how NOT to create customer loyalty. My recent experience with British Airways shows just how much work this...
As I prepared for my presentation at our recent Satmetrix Net Promoter Conference in Miami earlier this month, I realized I had neglected my...
If you have ever read my blog you know I am a big Promoter of Bruce Temkin and I’m excited to have him join...
We are so pleased to congratulate Desirree Madison-Biggs, Director, Customer Insight & Measurement at Symantec for being recognized by 1to1 Media as a 2010...
I have been reviewing results from our Net Promoter 360 program assessment and benchmark. Dr. Laura Brooks recently presented aggregate results at our Net...
In a prior post I discussed the impact that focusing on the customer has had on the Credit Union business and specifically highlighted San...
Having just reviewed a client’s Net Promoter® program design, I thought I would provide a perspective on survey design and NPS measures. If...
In a recent post to the Net Promoter LinkedIn Community, the question was asked about whether companies today should have a chief customer officer....
We often get asked about best practices in B2B Net Promoter programs and this recent discussion on the Net Promoter Score Linked In community...
In the last two weeks I have had the chance to attend our annual Net Promoter Conference in London, work directly with several of...
In our recent webinar with Forrester Research and Symantec, there were a number of questions we often receive from individuals learning more about how...
As a follow-up to my previous post about investing in customers vs. advertising, I uncovered some interesting data to support this position further while...
Voice of the customer (VOC) is the engine that drives customer loyalty strategies such as Net Promoter®. But, it's more than just identifying who...