Mci (NASDAQ:MCIP)
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MCI (Nasdaq:MCIP) today announced that it has enhanced
its European customer loyalty program through an expanded strategic
engagement with Satmetrix Systems, Inc. (www.satmetrix.com), a leader
in customer experience management software.
Complementing existing twice-yearly customer relationship surveys,
MCI's customer-facing teams in Europe 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 Europe's Customer Loyalty Program was
initially centered around a relationship survey, designed to gather
quantitative and qualitative feedback from MCI's most important
European customers. In early 2005, MCI, with the help of Satmetrix,
enhanced the program 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 programs. 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 program," says Martin Green, managing director
Satmetrix, Europe, Middle East and Africa (EMEA) Region. "By using the
quantitative scores from the program 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."
About MCI
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 www.mci.com.
About Satmetrix
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(R) metric with Fred
Reichheld, Bain Fellow and director emeritus. For more information
about Satmetrix Systems, visit http://www.satmetrix.com.