Net Promoter® Score Q&A | Customer Satisfaction vs. Customer Loyalty Metrics

Learn where the NPS® falls short as a metric for surveying strategic customers in uncovering actions that will influence and drive customer experience strategies, and how utilizing additional customer loyalty metrics can take your customer experience management program to whole new level of effectiveness and success.

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Generating Winning Sales Momentum

Tune in to this motivational podcast as Dennis Chapman, Founder/CEO of The Chapman Group, discusses points to keep top of mind on what it takes to be effective in generating winning sales momentum.

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Introducing the Customer Experience

President and CEO Dennis Chapman Sr discusses his recent travels around the globe meeting with clients and prospects, as well as the way these organizations are measuring the customer experience and how they are using this to differentiate themselves and stand out as a strategic supplier/partner. Facilitated by: Denny Chapman and Dennis Chapman Sr. Run […]

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Measuring the Customer Experience – Audio Podcast

This webinar speaks to a recognized approach, Net Promoter Score / NPS®, and how an organization who is utilizing this methodology can also consider advancing their customer feedback metrics and methods forward using the Loyalty Index methodology. This podcast will help you to think, re-evaluate and re-energize initiatives around knowing and measuring your customer’s experiences.

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Tune-up Strategy for Best-in-class SAM Programs

The Tune-Up Strategy series, which originally premiered on The Chapman Group’s YouTube channel, TheMetricsChannel.com, was re-produced and re-released for the convenience of sales and account management leaders with limited time or access to view videos. The podcast is a mobile version of the material where TCG President and CEO, Dennis Chapman Sr. gets right to […]

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Case Study On Client Loyalty Converting Ideas Into Action – Podcast

Discover what clients (of varying sizes) are doing to hear the voice of their customer, and how people are collecting this information, and transitioning the knowledge from their customer into action – benefiting everyone involved in the process. — Runtime 51 minutes.

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