FOSTER CITY, Calif. --(Business Wire)-- Satmetrix, the leader in enterprise customer loyalty solutions, released a study today that examines the financial impact of positive and negative customer word of mouth (WOM). The study, Net Promoter Economics: The Impact of Word of Mouth, is the second in a series and highlights the business-to-consumer (B2C) credit card industry. "Given the current economic conditions and, in particular, the credit crunch, credit card companies need to focus more than ever on retaining their best customers and improving customer loyalty," said Richard Owen, chief executive officer of Satmetrix. "This study illustrates how companies with business models built on bad profits are particularly exposed during tough times, and need to take a good, hard look at how customer loyalty is affecting their bottom...
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