The following presentations were offered at the 2008 Cable Academy held in Harrisburg on May 6-7. The theme for the event was Providing Superior Customer Service, with an emphasis on NPS as a measurement tool.
COURAGEOUS CUSTOMER SERVICE: IT'S NOT FOR COWARDS - Steve Coscia, Coscia Communications
OPERATIONALIZING THE NET PROMOTER SCORE - Brian Fedigan, GE Capital Solutions
EIGHT BILLS OF RIGHTS FOR NICE GUYS - Russ Edelman, Nice Guy Strategies
MEASURING WHAT MATTERS - David Isenberg, Atlantic Broadband
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