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    Ep. 120: Q&A with Maurice FitzGerald | Why Response Rates Matter

    Ep. 120: Q&A with Maurice FitzGerald | Why Response Rates Matter

    FromCustomer Confidential: Untold Stories of Earned Growth

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    Ep. 120: Q&A with Maurice FitzGerald | Why Response Rates Matter

    FromCustomer Confidential: Untold Stories of Earned Growth

    ratings:
    Length:
    28 minutes
    Released:
    Sep 21, 2017
    Format:
    Podcast episode

    Description

    The statistical validity of the Net Promoter Score depends on response rates; the higher the rate, the greater the accuracy. Low response rates can easily undermine a company's Net Promoter System, causing leaders to overlook burgeoning problems or wrongly assume that customers are happy. In this episode, host Rob Markey and Maurice FitzGerald, retired vice president of customer experience at HP Software and author of Net Promoter—Implement the System, tackle common questions about response rates.  Learn more: Creating a Reliable Metric
    Released:
    Sep 21, 2017
    Format:
    Podcast episode

    Titles in the series (100)

    The Customer Confidential Podcast unlocks a world of unparalleled customer and employee loyalty insights. Host Rob Markey, a Net Promoter System pioneer, uses his deep expertise and empathetic approach to challenge conventional wisdom, peel back layers of typical advice, and expose the real stories of industry transformation. Take a deep dive into discussions on CX, customer journey, customer insights, Net Promoter Score, and more. Every episode is a master class in loyalty. Guests include CMOs, CXOs, and heroes of customer-centric transformation, along with thought leaders who inspire them. Exploring organizational structures, operating models, goals, and metrics, Rob and his guests from companies such as Vanguard, American Express, and more bring to light practical marketing, product, customer experience, and technology strategies for earning customer-focused growth. This podcast is your source for untold stories of customer and employee loyalty. Challenging, insightful, and instructive—all in one place. Earned growth starts here.