Putting NPS in Its Place in a Customer Experience Program
The Net Promoter Score has been widely discredited by a range of objective researchers, both academics and practitioners. Yet for political reasons in the C-suite, NPS is often a requirement when measuring customer loyalty. How can you satisfy executives who prefer NPS while building a customer-experience program that transcends its weaknesses and actually drives results?
In this class, instructor Jeffrey Henning will share an open-source framework for measuring customer experience, satisfaction, and loyalty. This freely available framework builds on best practices from across the industry and modernizes proven benchmarking tools, with each index based on academic and practitioner research on research. Jeffrey will share case studies that map customer attitudes as captured by this framework to their actual retention and churn behavior.
Whether you need to build a new customer-experience program or modify one to better drive results, this class will provide you the tools you need to succeed.
Per student fee includes 2 classes (90-minutes each) for a total of 3 hours, examples, demonstrations, exercises, real-time Q&A, replay access for 60 days and completion certificate.
Class topics, instructor, dates and times subject to change. Instructor illness, inclement weather and other unexpected events may result in rescheduling.