the CEO Hour, August 19th 2011.
Richard Owens, CEO of Satmetrix Systems, the Net PromoterCompany, joins Bruce and Diana to talk about Net Promoter Score.
Social media and the Web have elevated the power of word of mouth. With the click of a mouse customers can broadcast their experience with your brand. It's important to know how you measure up in the eyes of your customers, but it's even more important to understand what drives their loyalty and what you can do to improve the customer experience. Calculating your Net Promoter Score is an important first step, but what's really important is what you do to improve your score. http://www.netpromoter.com http://www.satmetrix.com
Part 1: MP3 File
Part 2: MP3 File