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MCI Expands Satmetrix Engagement to Enhance European Customer Loyalty Programme
Reading, England (ots/PRNewswire) -
- Direct Access to Customer Feedback Spearheads MCI's Drive for Quality
MCI, Inc. (Nasdaq: MCIP) today announced that it has enhanced its customer loyalty programme through an expanded strategic engagement with Satmetrix Systems, Inc. (http://www.satmetrix.com), a leader in customer experience management software.
Complementing existing twice-yearly customer relationship surveys, MCI's customer-facing teams can now receive immediate customer feedback on all non-technical inquiries, technical faults and provisioning activities, which provide MCI with real-time representation of operational performance.
"MCI wants to ensure that it fully understands the needs of its customers," explains Andy MacLeod, general manager and senior vice president, MCI Europe. "With Satmetrix, MCI can gain more immediate access to customer feedback and monitor progress toward delivering an enhanced customer experience."
Launched in 2004, MCI's Customer Loyalty Programme was initially centred around a relationship survey, designed to gather quantitative and qualitative feedback from MCI's most important customers. In early 2005, MCI, with the help of Satmetrix, enhanced the programme to gain more immediate customer feedback on issues such as how a service was delivered or how an inquiry to MCI's helpdesk was addressed.
Adds MacLeod: "Satmetrix has a unique knowledge of the methodology of measuring customer experience and an extensive practice of customer management programmes. It has enabled MCI to rapidly incorporate customer feedback into the business, enabling positive changes to be made quickly and efficiently."
The feedback provided has already led to a number of customer loyalty activities and improvement initiatives, as well as steering investments aimed at improving customer service.
"MCI has shown real ambition and initiative in enhancing its customer loyalty programme," says Martin Green, managing director Satmetrix, Europe, Middle East and Africa (EMEA) Region. "By using the quantitative scores from the programme as one measure to determine bonus allocation for employees, MCI has shown a true dedication to customer experience as well as a keen understanding as to the importance of measuring and acting on customer feedback."
Satmetrix Systems, Inc., headquartered in Foster City, Calif., is the leading global enterprise customer experience management (CEM) software company. Satmetrix Systems provides the most complete solution to allow organizations to manage and improve the customer experience across all touch points for profitable growth. The company helps customers turn insight into action through transformation of business processes. Satmetrix Systems also provides industry thought leadership; it developed the Net Promoter(TM) metric with Fred Reichheld, Bain Fellow and director emeritus.
For more information about Satmetrix Systems, visit http://www.satmetrix.com.
MCI, Inc. (Nasdaq: MCIP) is a leading global communications provider, delivering innovative, cost-effective, advanced communications connectivity to businesses, governments and consumers. With one of the most expansive global IP backbones and wholly-owned data networks, MCI develops the converged communications products and services that are the foundation for commerce and communications in today's market.
For more information, go to http://www.mci.com.
ots Originaltext: MCI
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