Posted: 1st June 2012 interviews Customer Experience Leader


At last week’s European Customer Experience World conference in London, editor Neil Davey caught up with Frank McCusker, director at Maru/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 know?

• Do you think that NPS is a good way of measuring Customer Loyalty?

• What implications has social media had for customer research?

• 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.

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