I not only provide consultation to help companies maximize the value of their customer loyalty programs, I also regularly conduct research in the areas of customer feedback programs and the measurement of customer perceptions. In my research, I have identified best practices in customer feedback programs, critiqued the Net Promoter Score, and developed better measures of customer loyalty.
I regularly share the results of this research through presentations at national and international conferences, articles in scientific and trade magazines and books. Below are some links to this work. The articles and presentations are free.
Beyond the Ultimate Question
Measuring Customer Satisfaction and Loyalty (3rd Ed.)
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