Evaluating Customer Loyalty: Is NPS the Gold Standard?

Oct 10, 2024 | 12:30PM ET

Join us for an insightful discussion on the effectiveness of Net Promoter Score (NPS) as a measure of customer loyalty, featuring industry experts Pete Connor, recent speaker at CCW and Ajay Mehta, Senior Manager of Customer Service and Support at Southwest Airlines. As companies strive to understand and enhance customer loyalty, NPS has become a widely used metric. However, is it truly the best way to gauge customer commitment and satisfaction?

Evaluating Customer Loyalty: Is NPS the Gold Standard?
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Oct 10, 2024 | 12:30PM ET

Join us for an insightful discussion on the effectiveness of Net Promoter Score (NPS) as a measure of customer loyalty, featuring industry experts Pete Connor, recent speaker at CCW and Ajay Mehta, Senior Manager of Customer Service and Support at Southwest Airlines. As companies strive to understand and enhance customer loyalty, NPS has become a widely used metric. However, is it truly the best way to gauge customer commitment and satisfaction?

Speakers
Ajay Mehta
Senior Manager Strategy & Insights: Customer Service & Support at Southwest Airlines
Pete Conner
Operational Leader
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About Centrical

Centrical, the Performance Experience Platform, empowers best-in-class customer experiences for the world’s leading brands by building highly engaged and productive frontline teams. The platform personalizes the employee experience, guiding individual success and growth, through AI-driven performance, coaching and quality management, personalized microlearning, and voice of the employee—all wrapped in industry leading gamification to make the experience both fun and rewarding. In addition, Centrical’s AI copilot empowers frontline managers to develop their teams through more effective and efficient coaching.

Centrical was founded in 2013 and serves customers in 150 countries in 40 different languages. Centrical has offices in New York, Tel-Aviv, and London and customers include leading multinational enterprises such as Microsoft, Teleperformance, DHL, Synchrony Financial, and more.

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