Customer loyalty research expert Tim Keiningham, Senior VP and Head of Consulting at IPSOS Loyalty, challenges the validity of the Net Promoter® Score in this exclusive new podcast interview.

Tim tells us how he became a loyalty expert before going on to discuss how the credibility of the Net Promoter® Score as the ’sole metric’ businesses need to project growth is being challenged by researchers and practitioners, and how other customer satisfaction and loyalty metrics come into play. He also discusses key takeaways from the book he co-authored: ‘Loyalty Myths: Hyped Strategies That Will Put You Out of Business and Proven Tactics That Really Work’.

Download the podcast in m4a or mp3 formats below.

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Episode 1

Download mp3 file (4.43MB)

Download m4a file (3.10MB)

Episode 2

Download mp3 file (5.07MB)

Download m4a file (3.55MB)

Episode 3

Download mp3 file (3.87MB)

Download m4a file (2.71MB)

This entry was posted on Wednesday, August 1st, 2007 at 12:01 am and is filed under podcasts. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.