CustomerGauge and Falcon Consulting Group take flight in Canada

January 23, 2013, Vancouver: Directness and Falcon Consulting Group today announced a strategic partnership that will augment Vancouver-based Falcon Consulting Group's world-class Net Promoter® programs with the Net Promoter-based automatic customer feedback platform CustomerGauge.

Many businesses want to proactively reach out to customers to nurture loyalty and organically grow their business, and Falcon Consulting has a strong track record of delivering impactful programs for clients based on the Net Promoter customer loyalty metric. The partnership will reinforce Falcon Consulting's offering by enabling it to offer clients the CustomerGauge platform to collect and analyse customer feedback in real-time, and help them drive advocacy that ultimately impacts the bottom line.

"CustomerGauge is a powerful tool for businesses to uncover feedback and access raw data about their customers, but it is still advantageous for businesses to work with forward-thinking customer experience experts to fully realise the potential of the platform," said Adam Dorrell, CEO, Directness. "We are very impressed by Falcon Consulting's strategic thinking, not to mention results, which makes them the right partner for us as we look to grow in the Canadian market."

"I was immediately attracted to the CustomerGauge platform because of its user experience – everything from the interface, graphics and functionality are extremely well built and designed," said Michel Falcon, Principal of Falcon Consulting. "With CustomerGauge, my clients will be able to scale the way that they collect customer feedback, review what is being said, and make strategic decisions which will grow their business," he added.

About Net Promoter
Net Promoter® Score (NPS) is a customer loyalty metric developed by (and a registered trademark of) Fred Reichheld, Bain & Company, and Satmetrix. Since its publication in the December 2003 edition of Harvard Business Review, Net Promoter Score (NPS) has been widely used by organisations including Apple, American Express, Harley Davidson, Philips, Zappos, and more to drive improvements in customer loyalty.

About Falcon Consulting Group
Falcon Consulting is a customer experience agency that firmly believes that every business should grow organically. The agency builds world-class Net Promoter Score programs to help organisations make structural and behavioural changes that deliver a better customer experience, increase organic growth, and drive profits. http://fcgrp.com/

Contact: Michel Falcon
michel@fcgrp.com
Phone: 778.998.3252

About CustomerGauge
Developed by Amsterdam-based Directness, CustomerGauge is an automatic loyalty measurement system that measures customer satisfaction and feedback in real time. Because CustomerGauge already has all the pieces in place - end-to-end and fully integrated - we can get your program up and running much faster than any comparable in-house program. Clients include Philips, Dulux, Canon, Melitta, SingleHop, Tommy Hilfiger and Electrolux. http://customergauge.com/

Contact: Rhys Wesley
rhys.wesley@directness.net
Phone: +31 203 080 593