Richard Owen

About Richard

  • President and CEO of Satmetrix Systems, Owen is responsible for all aspects of strategy and day-to-day operations. Prior to Satmetrix, Owen was Chairman and CEO of NASDAQ-traded AvantGo, Inc., the leading provider of Enterprise Mobility Solutions to Fortune 1000 companies. AvantGo was successfully sold to Sybase, Inc. Prior to Avantgo, Owen spent eight years at Dell Computer Corporation in various executive positions, most recently as vice president of Dell Online Worldwide.

Blog Master Notes

  • Unless numerous repondents have the same issue as posted in comments, it is not the policy for Net Promoter bloggers to respond to individual comments.

Trademark Info

  • Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.

« Return To Sender | Main | Nickels and Dimes »

Comments

Tabitha Dunn

Richard,

I too find the health club industry a trying one from a detractor perspective and have been victim of the very behavior you describe. There is hope, however. I recently had the opportunity to speak to a wonderful health club company that is growing strong and changing the way the industry looks at their customers. They are customer centric, service oriented, and focused on being different from their competition. The company is Xsport Fitness.

I spoke to them about their needs from a customer experience perspective (as that is my role and expertise) and can now only wish I could join, if only they would grow faster and reach my area of the country.

With hope for change,
Tabitha

The comments to this entry are closed.