Satmetrix

Satmetrix, co-developer of the NetPromoter® program, is a leading global provider of on-demand software applications and consulting services to help businesses improve customer loyalty and thereby improve financial results. CRT/tanaka provides Satmetrix with strategic media relations counsel to help position the company as an expert in customer experience management solutions. The agency assists Satmetrix with media and issues monitoring, as well as writing and placing articles in key marketing trades and maintaining relationships with industry analysts and bloggers. Under CRT/tanaka’s guidance, Satmetrix has garnered coverage in publications such as BrandWeek, 1to1, BtoB, PRNews, O’Dwyers, Aberdeen and Marketing Daily and on top blogs like Jaffe Juice, The Wise Marketer, Church of the Customer and enGaugement. The agency has also helped Satmetrix secure speaking engagements at WOMMA’s Annual Research Symposium and Marketing Summit and at Global Benchmarking’s Customer Experience Conference.

PROMOTING NET PROMOTER

Challenge

In early 2008, Satmetrix hired CRT/tanaka to raise the company’s stature as an expert in customer experience marketing. Though the company was the co-developer of the popular customer loyalty discipline called Net Promoter®, it needed to raise its profile to attract new customers (i.e. senior marketers).

Solution

In addition to targeting traditional media, CRT/tanaka deployed an aggressive social media strategy targeting 100-plus top marketing bloggers and analysts (i.e. Forrester, Gartner, Aberdeen), as well as social networking platforms that reach its targeted audiences. The agency’s social outreach has included commenting on blogger sites to build relationships, tweeting with key marketing professionals and influencers to drive awareness, and adding content and reports in the largest marketing groups on LinkedIn to reach potential new customers.

Results

• As a result of our efforts, Satmetrix has received significant coverage in key publications such as CRM, 1to1, BrandWeek, BtoB, WOMMA, and the CMO Council’s newsletters.
• In addition to traditional media coverage, our social media efforts have garnered significant exposure and third-party endorsements from top bloggers and webzines such as The Wise Marketer, Church of the Customer, The Perfect Customer Experience, CustomerThink, enGaugement and 1to1.
• In the fall of 2008, Satmetrix was named as a finalist for the 2008 Forrester Groundswell Awards and most recently named “Company to Watch” by CRM magazine.