Net Promoter Scoring (NPS) is viewed as a better predictor of repurchase intent than Customer Satisfaction ratings, and is now embedded in many corporations customer loyalty tracking studies. But can we do better than this? ‘Customer Effort’ is a new model developed in the last few years, deemed an even better predictor of repurchase intent than NPS. BDRC Asia will present examples of how ‘removing the effort needed to use products and services’ can result in enduring customer relationships.
Presentation by Piers Lee, Managing Director and Head of Research, BDRC Asia.
Presented at Asia Research Breakfast Seminar “Customer Experience is Getting Better” in Jakarta (Indonesia) on September 1, 2016.
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