Join host BenchmarkPortal CEO Bruce Belfiore and guest host Dr.
Frederick Van Bennekom, Principal at Great Brook Consulting, as they
discuss Net Promoter Score, or NPS. A lot has been written about NPS,
and some companies have embraced it as the holy grail of quality
measurement. But what is the research relationship between NPS and
customer loyalty? Can we scientifically identify those customers who are
very likely to return and that are likely to provide positive "word of
mouth?"
Click here to continue reading and to listen to this show: http://www.benchmarkportal.com/call-center-newsresources/calltalk-online-radio-show/5/4/net-promoter-score-one-number-you-need-know
BenchmarkPortal is a global leader in the contact center industry, providing benchmarking, certification, consulting, training & industry reports. BenchmarkPortal’s mission is to help contact centers reach peak performance in operational effectiveness and efficiency so that the centers will realize increased levels of agent and customer loyalty while containing costs and building enterprise value.
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