Richard Owen is world-renowned for his work on customer loyalty. In 2009 he and his colleague Laura Brooks published “Answering the Ultimate Question”, which has since become the de facto standard guide for operationalising NPS.
Richard’s experience working with retailers on customer loyalty is un-rivaled. In this on-demand webinar session, Quantum Metric’s Head of Retail Insights Elissa Quinby will be mining Richard for his take on loyalty and customer satisfaction; who’s doing it right and who’s missing the boat? Why is it happening and how can businesses change it?
Quantum Metric is the customer-centered digital analytics platform for today’s leading organizations. Providing a simplified approach to monitor, diagnose and optimize the digital journeys that matter most, the Quantum Metric platform offers in-depth customer understanding, quantified and tied to core business objectives. Today, Quantum Metric captures insights from 40% of the world’s internet users, supporting global brands across every industry to get to the heart of their customer, with greater speed and efficiency.
Learn how Quantum Metric is changing the definition of Digital Analytics here.
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Lars is a dedicated advocate for customer experience and business value optimization, collaborating with diverse teams to ensure seamless digital interactions. His expertise in process improvement and strategic management, showcased in his 2021 book "Digital Customer Experience Engineering," reflects his mission to enhance digital value for both enterprises and end users.