The net promoter score, an increasingly popular measure of customer satisfaction, may not be an effective metric the way most organizations use it, according to The Wall Street Journal. The measure is ...

Uncle Giuseppe's in New Jersey hooks me back for its tremendous comfort food; NPS, on the other hand, is too much comfort for CX leaders.

Would you like to make yourself more referrals? Do you currently know your referral quotient? Many producers wonder why they don’t have more referrals. Many also question why more folks don’t just ...

NPS, as a numerical metric, is essentially meaningless on its own. That said, as a basis for measuring your improvement, there isn’t a single company that doesn’t want to see their score improve over ...

A company's Net Promoter Score (NPS) is a beloved metric slavishly tracked and reported by product marketing and customer support executives of both established and nascent enterprises. The concept ...

Customer retention is the most efficient growth lever for any business, yet companies often struggle to balance the near-term highs of new customer growth with the importance of retaining (and ...

As a business owner, it’s important to understand how your customers perceive your brand. One way to gauge your customers’ perception and opinion of your company is by interacting with them on social ...

Fred Reichheld stunned marketers in 1996 when he argued in The Loyalty Effect that a 5% improvement in retention can boost profits by up to 100%. Now he is about to shock them again. In his new book, ...

What is your net promoter score? Net promoter score (NPS) is a specific metric that assesses how likely it is for your customers to recommend your company or individual products to others. To ...

Sometimes in business someone comes up with something very simple and the business world goes wild for it. Net Promoter Score (NPS) is one example of that. It was introduced back in 2003 by author and ...

Is the Employee Net Promoter Score (eNPS) a worthy investment for your organization? Would your employees promote your workplace as a good, great or solid place to work? One way to know is through an ...

If there is one question to rule all of marketing, it goes something like this: "On a scale of zero to 10, with 10 being the highest, how likely are you to recommend our company to a friend or ...