Press
Release
Reflection Point
Inc. Launches Reflection Point Research LLC
The First Research and Strategy Firm Focused on Customer
Experience Needs of Credit Unions and Banks
KENT, Wash., September 12, 2002 — Reflection Point Inc.
of Kent, Wash., a leading provider of e-business and
strategic consulting solutions to financial institutions,
together with The Arthur Group Inc., a leading market
research firm to Fortune 500 companies, announces the
formation of Reflection Point Research LLC. Reflection Point
Research LLC is one of the first market research firms
focused entirely on the customer experience information and
consulting needs of credit unions and banks.
”With over a third of the U.S. population projected to be
conducting online financial interactions by the year 2010,
and a majority of larger companies already conducting
financial interactions online, we saw a serious gap in the
marketplace for a research and information company directly
focused on the needs of the financial industry,” said Glenn
Christensen, president and CEO of Reflection Point Inc. and
principal of Reflection Point Research LLC.
"Customer experience, the next step in the development of
an online relationship between a financial institution and
its customers, represents a different landscape than
traditional branching mentality,” said John Burshek,
president and CEO of The Arthur Group Inc. and principal of
Reflection Point Research LLC. “We are excited to bring our
market research and information consulting expertise in
working with major online success stories such as Amazon.com,
RealNetworks, ELOAN and Fortune 500 financial institutions
to credit unions and banks.”
The new company currently offers the proprietary
Member Experience Meter™, the first and only
measurement product available today which incorporates
actual financial institution customer Web-site feedback and
relates it to other key benchmarks from the best practice
companies on the Internet today.
Reflection Point Research LLC, also offers credit unions
and banks access to a number of multi-sponsor research
studies, on-going research programs, and fully custom
research and consulting services. The focus of all products
and services are to: 1) provide optimal methods and
processes to capture reliable and meaningful customer
feedback; 2) integrate customer information into the
strategic process of the organization, and; 3) impact the
industry to move it toward world- class customer experience
success.
“Any market research company can ask questions for their
clients, but no other company provides the expertise in the
customer experience arena that is offered through Reflection
Point Research LLC,” said Burshek. “Our clients can validate
their customer relationship levels, diagnose problem areas,
and perfect the experience — all according to ‘World-Class’
best practices.”
Reflection Point Research LLC of Kent, Washington
brings together the strengths of Glenn Christensen of
Reflection Point Inc., long-time respected strategist and
marketing consultant to credit unions and the financial
industry, and John Burshek of The Arthur Group Inc., market
research expert for Fortune 500 companies on the online
customer experience. Reflection Point Research provides a
broad array of offline and online market research and Web
usability analysis to the financial services industry. This
research is central to how its parent company, Reflection
Point Inc., assists banks and credit unions improve their
Web presence through a menu of e-business services including
planning, design, development, marketing, content
development and maintenance. Reflection Point’s XML-based
Web content management solutions assist financial
institutions leverage their content across multiple channels
and devices. Company information is available by visiting
www.reflectionpoint.com.
CONTACTS:
Glenn Christensen, Reflection Point Research LLC
Direct: 1.253.638.9486
Email:
glenn@reflectionpoint.com
John Burshek, Reflection Point Research LLC
Direct: 1.425.468.9292
Email:
jburshek@reflectionpoint.com
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