Deborah Eastman
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.
Creating a Customer Centric Culture: How to Use NPS to Its Maximum Advantage
NPS is the industry standard for measuring customer experience and loyalty. However, while many organizations across industries believe that they’re using NPS methodology...
Journey to Customer Experience Excellence
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...
The Importance of Integrating the Customer Experience across the Journey
Airlines are the poster child for how NOT to create customer loyalty. My recent experience with British Airways shows just how much work this...
Integrating Social Media into your Net Promoter Program
As I prepared for my presentation at our recent Satmetrix Net Promoter Conference in Miami earlier this month, I realized I had neglected my...
Key Learnings from the Field: Customer Insight and Action Programs
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...
Symantec’s Customer Champion Uses Customer Feedback to Drive Business Results
We are so pleased to congratulate Desirree Madison-Biggs, Director, Customer Insight & Measurement at Symantec for being recognized by 1to1 Media as a 2010...
What Makes a Good Net Promoter Program?
I have been reviewing results from our Net Promoter 360 program assessment and benchmark. Dr. Laura Brooks recently presented aggregate results at our Net...
Interview: San Francisco Fire Credit Union Takes Member Loyalty to Heart
In a prior post I discussed the impact that focusing on the customer has had on the Credit Union business and specifically highlighted San...
Customer Survey Design and NPS Measures
Having just reviewed a client’s Net Promoter® program design, I thought I would provide a perspective on survey design and NPS measures. If...
The Chief Customer Officer
In a recent post to the Net Promoter LinkedIn Community, the question was asked about whether companies today should have a chief customer officer....
Getting the Right Voice of the Customer in B2B Organizations
We often get asked about best practices in B2B Net Promoter programs and this recent discussion on the Net Promoter Score Linked In community...
Hot Topic: How to Engage the Organization in Delivering a Superior Customer Experience
In the last two weeks I have had the chance to attend our annual Net Promoter Conference in London, work directly with several of...
Customer Experience Program Best Practices: Gathering Relationship and Transactional Feedback
In our recent webinar with Forrester Research and Symantec, there were a number of questions we often receive from individuals learning more about how...
How to Acquire New Customers – Through Advertising or Recommendations?
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...
Listening to Customers is Not Enough: You Need to Adapt and Act
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...