Sponsored by MarketTools
Produced: April 21, 2011
John Ragsdale, VP of Technology Research, TSIA
Karl E. Sharicz, Manager of Customer Intelligence, SimplexGrinnell
Jodi Koskella, Product Marketing Manager, MarketTools
Net Promoter Score (NPS)® is a simple, easy to understand metric and has been shown to have a strong correlation to financial growth in most industries. However, if the data is not managed properly, your organization can see dramatic swings in scores, making it difficult to track and improve customer loyalty. Despite its widespread popularity, NPS alone doesn't provide the kind of actionable information needed to increase customer satisfaction and loyalty.
Listen to this 30 minute webcast where Karl Sharicz, Manager of Customer Intelligence at Simplex Grinnell, will discuss NPS and examine using the Secure Customer Index (SCI)® as a complimentary metric designed to provide deeper insight into customer satisfaction, loyalty and advocacy.
Listen now and:
- Hear from TSIA’s John Ragsdale why satisfaction tracking is growing more complex
- Learn how to quickly identify customers issues and respond immediately
- Find out the five key measurements SimplexGrinnell uses to determine net customer advocacy
*All trademarks are the property of their respective owners. Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix, Inc., Bain & Company, Inc., and Fred Reichheld. Secure Customer Index and SCI are trademarks of Burke, Inc.
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