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Unless we're in a churn and burn business, customer retention is critical to achieve long term profitability. But how do we know what drives customer retention? We may have lots of anecdotal data, but can we be scientific to identify those customers are very likely to return and to give good word of mouth? Dr. Fred Van Bennekom of the Northeastern University's Executive MBA Program, joins us shed some light on those questions!
Recently, several key metrics have arisen to measure customer sentiment. The Net Promoter Score (NPS) is the best known, but the Customer Effort Score (CES) is a new entrant in the field. Both are controversial. In this first presentation of two we will discuss NPS. Specifically, we will look at the research basis behind NPS and ask whether there are other metrics that might better indicate a loyal customer. Or, perhaps more importantly, might identify a customer in need of some service recovery event to move them toward loyalty.
Dr. Fred Van Bennekom founded Great Brook to help organizations collect and apply customer and employee feedback. Great Brook conducts workshops on survey practices along with advising clients on their surveying practices. Fred authored Customer Surveying: A Guidebook for Service Managers and he teaches operations management in Northeastern University’s Executive MBA program. He served as an information systems consultant for Digital Equipment’s field service organization before earning his doctorate.
Howard Cook was born, raised and still resides in Arlington, Virginia. Currently
works as the Frequency and Infrastructure Coordinator for PCIA, a subsidiary of the
Federal Communication Commission, He has a strong background in local and state
government development and management. For over 20 years Howard has worked for
various national, state and local associations and government municipalities. Throughout
professional development he has acquired skills in team-building, leadership, program
management, member services, events promotions and planning. That only half the story... As a Promoter Howard Cook has a huge following and a reputation for hosting some of the most well attended sold out Galas in the DC Metropolitan area as well as concerts of World Renound Recording Artist . Many know the Name and the Face but how many really know the man behind the magic.
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Absolute Intense Wrestling promoter John Thorne sits down with co-host Matthew Grant to chat about the upcoming #JLIT weekend and their huge card. We run down every match announced, talking about the matchups and what could possibly happen. We also talk about more including some Canadian talents that he's impressed with, current WWE, TNA & ROH products and what he thinks of them, their concept shows and the ideas behind them, recent WWE signings & so much more.
Our next guest was featured on the cover of four issues of Ironman magazine (most recently April 2014 issue). He is a 5 Time World Bodybuilding Champion, 3-time Pro Natural Mr Universe, Pro Natural Mr International, holds 4 Texas state titles and a national title in the sport of drug free powerlifting, and has a competitive record that spans over 3 decades! Please welcome the promoter of the Texas Shredder Classic, Ifbb Pro Mr. Dave Goodin!
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