43 min listen
Ep. 167: Sandy Rogers | Figuring Out How to Measure Customer Experience
Ep. 167: Sandy Rogers | Figuring Out How to Measure Customer Experience
ratings:
Length:
47 minutes
Released:
Oct 31, 2019
Format:
Podcast episode
Description
Sandy Rogers's efforts to measure customer experience at Enterprise Rent-A-Car were part of the inspiration for the design of the Net Promoter system. Today, Sandy is the global practice leader for loyalty at Franklin Covey and coauthor of Leading Loyalty, but in this podcast, he also describes how he managed to convince the leaders of Enterprise, a large, successful company, to take chances that would wind up changing their fundamental approach to customer service. It started with figuring out how to measure customer experience. Sandy is someone I’ve been learning from for many years, and as usual, speaking with him was both inspiring and educational. I hope you enjoy the conversation as much as I did.
Released:
Oct 31, 2019
Format:
Podcast episode
Titles in the series (100)
Ep. 2: Beyond scores at Herman Miller: Michael Ramirez and Pam Carpenter of Herman Miller discuss the company's approach to customer loyalty. by Customer Confidential: Untold Stories of Earned Growth