MyCustomer.com interviews Customer Experience Leader
At last week's European Customer Experience World conference in
London, MyCustomer.com editor Neil Davey caught up with Frank
McCusker, director at SynGro, to talk about the value of Net
Promoter Score, social media's impact on customer research and
combining Voice of the Customer with Voice of the Employee.
Questions covered in the interview included:
• Net Promoter Score - Is it the only number you need to
• Do you think that NPS is a good way of measuring Customer
• What implications has social media had for customer
• What advice do you have for combining VOC information with
Voice of the Employee?
With a twenty year track record at leading marketing and
customer loyalty agencies, Frank has transformed the customer churn
rates of major brands across the financial services, telecoms,
utility and retail sectors; helping companies such as Virgin Mobile
achieve the lowest churn rates in their industries.