The Ultimate Question: How to Measure & Build Customer Loyalty

Topics:
Account Management,
Advancing the Sales Cycle,
CRM,
Sales Force Design,
Strategic Management Tools
Tags:
Customer Experience,
Customer Loyalty
Source:
Citrix Online

Vendor Registration: required

Overview: "Companies that achieve long-term profitable growth have Net Promoter Scores (NPS) two times higher than the average company."
—Bain and Company

Businesses around the world are beginning to recognize the impact of customer loyalty on profitable growth. Yet, despite the central role that service and support play in shaping customer experience, investments in nurturing customer loyalty are often overlooked.

View this BNET Webcast, hosted by James Hilliard and featuring guest speaker Fred Reichheld, customer loyalty guru and author of The Ultimate Question, as they take you behind the scenes of effectively measuring the customer support experience using the Net Promoter Score (NPS) methodology. Mr. Reichheld will also share research on how measuring and building customer loyalty in the support center directly impacts revenue and growth.

This Webcast will address how to:

  • Use NPS to measure customer experience as well as satisfaction, loyalty and revenue
  • Leverage remote-support technology to improve customer experience and measure NPS
  • Survey customers about the support experience and strategically apply the Ultimate Question
View it today!

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GoToAssist

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Format: Webcast | Date: Apr 2009

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