Podcast: From the Word of Mouth Marketing Research Symposium
Listen in as Moderator Dr. Walter J. Carl, Chief Research Officer at ChatThreads, and panelists Matt McGlinn, Senior Director of Analytics at BzzAgent; Suhail Khan, Director of Worldwide Customer Loyalty Programs for IBM Enterprise Content Management; Deb Eastman, Chief Marketing Officer at Satmetrix; and Tim Keiningham SVP and Head of Consulting at IPSOS, discuss the Net Promoter Score.
This presentation addresses some of the current controversy around the Net Promoter Score from a variety of perspectives. Panelists take time to define some of the terminological confusion that has arisen around the NPS, what the score is actually intended to and capable of measuring, what's new in NPS research, and what's at stake at the heart of the NPS debate.