"Eric Zbikowski, Managing Partner and co-founder of MetricNet (http://www.metricnet.com/), has been selected to speak at HDI’s premier event, the HDI Annual Conference & Expo in Las Vegas, March 29 through April 1, 2011. "
Online PR News – 16-December-2010 – – McLean, VA., December 16, 2010: Eric Zbikowski, Managing Partner and co-founder of MetricNet (http://www.metricnet.com/), has been selected to speak at HDI’s premier event, the HDI Annual Conference & Expo in Las Vegas, March 29 through April 1, 2011. Mr. Zbikowski’s presentation, Customer Satisfaction is DEAD, is based upon decades of research into customer satisfaction best practices for IT service and support, and will draw heavily upon MetricNet’s benchmarking database of process and performance indicators.
“HDI has earned a strong reputation for providing high-quality, product-neutral information delivered by effective speakers who represent the best in the business, so I am honored to present our latest research at such a prestigious global gathering of the service management community, and we are very much looking forward to it,” says Zbikowski. The pursuit of customer satisfaction and loyalty through continuous improvement programs is high on most service desk and contact center agendas, yet most still fail to understand the totality of customer expectations and therefore deliver services that miss the mark. MetricNet, with its comprehensive benchmarking database and deep process knowledge, can help these folks get back on the path to world-class.”
Eric Zbikowski is a co-founder and managing partner at MetricNet, LLC. There, he oversees the customer satisfaction and service desk assessment research divisions and assists in the direction of MetricNet's global enterprise. Mr. Zbikowski is a knowledgeable leader with 18 years experience in operational management, customer service, call center and IT service desk benchmarking and consulting.
Previously, he was the Director of Operations of Worldwide Sales at MicroStrategy – an enterprise software company. Prior to that, he was a Director at The Corporate Executive Board - a global research firm focusing on corporate strategy for senior executives. Before that, he was a Vice President of Consulting at META Group - a leading IT advisory firm, where he fulfilled numerous help desk, call center and customer satisfaction engagements for Fortune 200 Companies.
Prior to joining META Group, Mr. Zbikowski worked at Bentley Group, where he managed and directed the Information Services Division, focusing primarily on customer satisfaction, competitive analysis and performance benchmarking. Mr. Zbikowski also spent 3 and 1/2 years at Gartner Group, where he was well-published in IT benchmarking.
Mr. Zbikowski graduated cum laude in Economics from The Wharton School at The University of Pennsylvania, with a dual concentration in entrepreneurial management and marketing.
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MetricNet is the global leader in Call Center, Service Desk, Desktop Support, and Customer Satisfaction benchmarking. With more than 1,500 benchmarks completed worldwide, MetricNet has the most comprehensive database of process and performance metrics in the industry. MetricNet benchmarks encompass virtually every industry and government sector, and address all major business areas including IT, customer service, technical support, human resources, finance, and sales.
MetricNet’s mission is to provide their clients with the benchmarks they need to run their businesses more effectively. MetricNet is committed to making the benchmarking process quick and easy for its customers. They have pioneered a number of innovative techniques to ensure that their clients receive fast, accurate benchmarks, with a minimum of time and effort.
To get more information about MetricNet, go to www.metricnet.com or contact Eric Zbikowski at 202-758-0128; firstname.lastname@example.org.