The evolution of metrics used to measure customer experience and customer loyalty has evolved at AARP, fueled by its Listening and Insights program. Customer-centricity is a firm mindset for AARP officials and they are beholden to that theme on a daily basis. “This is another area in which our Listening and Insights Program is a critical enabler,” Michelle Musgrove, Vice President, Experience Strategy & Governance at AARP, told Loyalty360. “We are building a strong Net Promoter Score program, and in 2016....

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