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Richard Owen doesn’t have the title “consumer advocate” on his business cards. But as chief executive of Satmetrix, a San Mateo, Calif., company that measures customer feedback, Owen says he helps clients build their businesses by making customers happy. With an economic downturn looming, Owen says, more companies may be tempted to lower costs by cutting back on customer service, or to boost revenue by adding on fees. He warns that such moves carry a long-term price.

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Bad Decisions Can Linger: Q&A With Satmetrix CEO Richard Owen

Richard Owen doesn’t have the title “consumer advocate” on his business cards. But as chief executive of Satmetrix, a San Mateo, Calif., company that measures customer feedback, Owen says he helps clients build their businesses by making customers happy. With an economic downturn looming, Owen says, more companies may be tempted to lower costs by cutting back on customer service, or to boost revenue by adding on fees. He warns that such moves carry a long-term price.

Excerpt from:
Bad Decisions Can Linger: Q&A With Satmetrix CEO Richard Owen

Richard Owen doesn’t have the title “consumer advocate” on his business cards. But as chief executive of Satmetrix, a San Mateo, Calif., company that measures customer feedback, Owen says he helps clients build their businesses by making customers happy. With an economic downturn looming, Owen says, more companies may be tempted to lower costs by cutting back on customer service, or to boost revenue by adding on fees. He warns that such moves carry a long-term price.

Here is the original:
Bad Decisions Can Linger: Q&A With Satmetrix CEO Richard Owen

Richard Owen doesn’t have the title “consumer advocate” on his business cards. But as chief executive of Satmetrix, a San Mateo, Calif., company that measures customer feedback, Owen says he helps clients build their businesses by making customers happy. With an economic downturn looming, Owen says, more companies may be tempted to lower costs by cutting back on customer service, or to boost revenue by adding on fees. He warns that such moves carry a long-term price.

View original here:
Bad Decisions Can Linger: Q&A With Satmetrix CEO Richard Owen

Richard Owen doesn’t have the title “consumer advocate” on his business cards. But as chief executive of Satmetrix, a San Mateo, Calif., company that measures customer feedback, Owen says he helps clients build their businesses by making customers happy. With an economic downturn looming, Owen says, more companies may be tempted to lower costs by cutting back on customer service, or to boost revenue by adding on fees. He warns that such moves carry a long-term price.

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Bad Decisions Can Linger: Q&A With Satmetrix CEO Richard Owen