Managing Customer Satisfaction to Drive Growth During a Recession April 14, 2008

With the economy almost certainly headed into a recession, executives concerned about 2008 revenues need to manage customer satisfaction. The Net Promoter Score (NPS) is a customer satisfaction measure used by market leaders to predict and drive long term success. If you are an executive wanting to know where to begin, join us at the April 14, 2008 East Bay Innovation Group's Startups/Venture Capital SIG.

Our speaker will be Phil Cullen, of Acqua Consulting, who will provide an overview of how to measure and manage customer satisfaction through various stages of company development, from startups to over $200+M in revenue.

In this session, you will learn:

- Why customer satisfaction is important during a recession
- A framework to measure and manage customer satisfaction
- How to manage customer satisfaction in your business
- What to do and what not to do from several case studies

In addition, each person will come away with a set of tools to help you get started with your own program to measure and manage customer satisfaction.

Who Should Attend:

CEOs, COOs, sales and business development executives, customer/client services executives, product management / product development executives - especially CEOs and founders interested in developing a company culture centered on customer service.

Free for members, $10 for non-members.

Official Website: http://www.ebig.org/sig/sig.aspx?SIGid=23