MarketTools, Inc., the leader in software and services for enterprise feedback management (EFM) and market research, congratulates its customer, Barry Mainz of Wind River, for being named a “2010 1to1 Customer Champion” by 1to1® Media. Barry Mainz, chief operating officer of Wind River, was one of only 15 executives recognized for being customer-centric leaders who understand that engaged customers make a positive impact to a company’s bottom line.
1to1 Media, a division of the Peppers & Rogers Group, a globally-recognized leader in customer strategy and relationship marketing, recognized Mainz for leadership focused on building employee and customer loyalty, and efforts to tie these strategies to improved business results. Mainz credits his team and a partnership with MarketTools® to implement a customer feedback program designed to transition the company’s focus from customer satisfaction to customer loyalty.
“This award is a credit to our team at Wind River, and our singular dedication to improving customer loyalty,” said Mainz. “After implementing MarketTools CustomerSat, we saw satisfaction ratings jump dramatically. More than that, MarketTools helped us translate this satisfaction into true customer loyalty by giving us hard data to improve business processes, leading to higher sales and more referrals.”
“We extend our congratulations to Barry and his entire team at Wind River on their achievement,” said Justin Schuster, vice president of enterprise products at MarketTools, Inc. “Our pledge to Wind River, and to all of our customers, is to help them drive business results through impactful customer feedback programs.”
Now in its eighth year, the 1to1® Customer Champions program recognizes executives who believe in treating customers in a way that builds loyalty and engagement while driving bottom-line results for their organization. The program honors 15 executives annually who use innovative approaches to instill customer-centric strategies throughout their organizations.
Working with MarketTools voice of the customer consultants to implement the MarketTools® CustomerSat™ enterprise feedback management (EFM) solution, Mainz designed a voice of the customer program that includes automated, customizable surveys to gather customer feedback on a variety of company-wide business processes. This information is tied directly into Wind River’s existing CRM system and paired in real-time with other vital customer information, giving Wind River up-to-the-minute data on customer reactions to its business processes.
Based on this feedback, Wind River made more than 100 modifications to the way it does business, including a simplified licensing policy, modifications to the support process, and new vertically-oriented product solutions and marketing initiatives. Results of the voice of the customer program include a significant increase in customer satisfaction scores to above 90 percent; increased revenue from satisfied customers; increased survey response rates by a factor of 10; a greater competitive edge through outstanding customer satisfaction; and employees and executives galvanized around customer loyalty.
"1to1 Media is committed to celebrating customer strategy best practices," added Ginger Conlon, Editorial Director of 1to1 Media. "The 1to1 Customer Champions demonstrate how much can be achieved by having a vision of customer success and seeing it through."
About MarketTools CustomerSat Software and Services
MarketTools CustomerSat is a Web-based Enterprise Feedback Management (EFM) solution used by the world’s leading businesses to capture, analyze, and act on feedback from customers, employees, and partners. MarketTools EFM consultants are available to help CustomerSat customers get the most out of their investment in EFM, from design of satisfaction programs to advanced analysis of survey results. Through the use of comprehensive analytic tools, action management technology, and the expert knowledge of customer satisfaction consultants, MarketTools helps clients optimize satisfaction and loyalty programs that deliver high-value business impact.
About MarketTools, Inc.
MarketTools (markettools.com) is the leading provider of software and services for enterprise feedback management (EFM) and market research. The company is focused on providing leading organizations the actionable customer insights they need to make better business decisions that lead to high-value business impact. As the first company to make online surveys widely available on the Web, MarketTools continues its market-leading position by providing the broadest range of powerful, accurate and integrated customer insight technologies that empower companies to become the most customer-centric organizations in their industries. MarketTools' premier portfolio of technology-based insight brands includes CustomerSat™, MarketTools.com™, TrueSample®, Zoomerang®, ZoomPanel® and ZoomPanel Tech™. MarketTools is a privately held company with corporate headquarters in San Francisco and European headquarters in London.