Managing the Customer Experience

In this podcast a special interview with Mark Cullen, specialist consultant in customer engagement. In the interview discusses how companies use internal customer data  for insight as well as commissioned survey research. We discuss the key metrics that companies are using to assess customer satisfaction, from the concept of Net Promoter Score ( which has merits in loyalty measurement ) to Customer Effort Score ( which assesses how easy customer find it to interact with companies).

Also interviewed is Dr. Catherine Logan, Nutrition Manager with the National Dairy Council, who discusses their sponsorship of the Milk Advertising Awards, as well as the marketing activities of the Council.