Driving Net Promoter Score & Brand Loyalty: Is It the Car or the Driver that Wins the Race?
Pretium Solutions
NOVEMBER 22, 2011
This same debate often comes to mind during the due diligence phase of our work with companies seeking to improve their Net Promoter Score (NPS) and enhance their brand loyalty. Often the customer experience ends up anchored in the customer relationship management (CRM) systems of the company or its call center outsourcer.
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