Quaero Executives Contribute to Customer Futures Report on the Customer Experience in a Down Economy


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CEO Naras Eechambadi and Director of Customer Experience Jenny Belser Provide Insight for Timely Report

Charlotte, NC – December 15, 2008 – Quaero, a leading marketing services provider, today announced that executives Naras Eechambadi and Jenny Belser have been included in Customer Futures’ International Thought Leader Report on customer experience in a recession. Their paper, The Way to Your Customer’s Heart is Through Your Employees, emphasizes the importance of employees in managing the customer experience.

Customer Futures, the international members-based network for the improvement of customer experience which is owned by OgilvyOne Worldwide, is the publisher of this complimentary report, which aims to help firms retain their customers in the economic downturn.

Early on in the current economic crisis, Customer Futures’ global managing director Peter Lavers commissioned some of the world’s top experts in Customer Experience Management (CEM), such as Eechambadi and Belser, to write short papers on “how not to lose customer focus when difficult decisions have to be made.” The resulting publication, “The Importance of the Customer Experience in a Down Economy” edited by John Todor of San Francisco-based The Whetstone Edge, is an 84-page document, featuring contributions from around the world. It is available now as a complimentary download at http://lp.quaero.com/cfdowneconomy.html.

“We think the report is essential reading for all business people who are facing tough decisions at the moment,” said Peter Lavers, global managing director of Customer Futures. “It contains numerous nuggets of good, sound advice from 18 different contributors who are some of the world’s most respected experts in the field.”

Each contribution in the international report is designed to provide expert knowledge on several common customer experience themes. Eechambadi and Belser’s article addresses companies’ relationships with their employees and how this relationship affects the overall customer experience. Specifically, how to keep employees happy and committed so that they in turn provide an improved customer experience.

“As a facilitator for Customer Futures’ US-based learning group, I am constantly involved in knowledge-sharing among my peers,” said Naras Eechambadi, CEO of Quaero. “This report was a tremendous opportunity for executives across industries and even countries to contribute their expertise on a timely subject matter. The business community can instantly benefit by implementing this advice in their customer experience management practices. Our hope is that it helps readers understand the importance of customers – and the staff that serve them – during these trying economic times.”

About Quaero
Quaero is a new breed of marketing services provider that helps its clients shift from traditional campaign-driven marketing to real-time, multichannel customer interaction. The company expertly blends strategy and analytics with performance management and technology to establish dialogues that improve the customer experience while increasing overall customer value.
Headquartered in Charlotte, NC, Quaero serves category-leading clients within the Financial Services, Pharmaceutical/Healthcare, Travel and Leisure, Media, Consumer and High Tech industries. For more information, call 1-877-570-2199 or visit www.quaero.com.

About Customer Futures
Customer Futures is an international “members-only” network of highly personalized and interactive learning groups for executives whose common link is their focus on the design and delivery of a competitive and profitable Customer Experience.
Key to the Customer Futures experience is the Learning Forum. Each local group consists of 10-15 non-competing businesses, meeting quarterly to address pre-agreed agendas based upon the researched subject priorities of the membership. The Forums feature thought-leading international speakers and local member case-history experiences, and encourage open discussion to deliver learning, insight and experience in the field of Customer Management and Customer Experience Management.
Learning Forums are currently based in the UK, Ireland, Hong Kong, Australia, Canada, South Africa, Spain and the Netherlands. They are coordinated by local market Facilitators, supported by the Customer Futures central team.

About OgilvyOne WorldWide
OgilvyOne is the world’s leading customer relationship-marketing agency with a uniquely integrated approach to one-to-one communication. OgilvyOne’s vision is to move markets and develop brand value through ideas but also move the brands and the organisations behind them into new territories.


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