Mind the Gap: Closing the Loop with Customers

With the United Kingdom and most of Europe in the midst of, or just emerging from, a double dip recession, consumer-oriented companies are looking for ways other than price to differentiate themselves. Leading companies that are passionate about their customer relationships are increasingly turning to Net Promoter Scores (NPS) and other customer satisfaction surveys to gauge their operational effectiveness and customer loyalty. This data is an important measurement of their business-but it....

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