The presentations below cover a variety of topics in the area of customer feedback programs.
RAPID Loyalty Measurement
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Business Growth Through Customer Insight
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Books on VOC Programs and Customer Surveys
Beyond the Ultimate Question: Book includes comprehensive review of Net Promoter® Score (NPS) and presents better measures of customer loyalty. Best practices of customer feedback programs are identified. Case studies of Oracle and Akamai customer feedback programs are included.
Measuring Customer Satisfaction and Loyalty (3rd Ed.): Book includes discussion of how to measure the customer experience, including customer satisfaction and customer loyalty. Examples of use of customer surveys are presented, including driver analysis, KPIs, dashboards, and more.
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