Lori Gauthier is Zendesk's Director of Marketing Research, where she defines, implements, and drives internal adoption of Voice of the Customer tools -- including Zendesk's new Net Promoter Score product. She focuses on identifying the relationship between the survey data and key business driving metrics such as recurring revenue, support costs, customer retention, and churn. Lori holds a Ph.D. in Communication and a Ph.D. Minor in Psychology from Stanford University. While at Stanford, she conducted research on survey methodology and the underlying psychological mechanisms at play during attitude formation and change. Lori has applied her research to help a number of companies unlock customer survey data to grow their businesses, including SurveyMonkey, TaskRabbit, Honda, Acura, Gap, and Keller Williams Realty.