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 ...

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. But instead of immediately infusing their responses into what ...

Loyal customers are assets to any business. The best way to transform someone into a loyal customer is by offering outstanding customer satisfaction. Therefore, it is essential to gauge how happy and ...

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 ...

Practitioner perspectives refine the debate over NPS, revealing why behavioral data and operational discipline often matter more than the score itself. Author’s Note: In Part 1 of this two-part series ...

"All I do is win, win, win no matter what / Got money on my mind, I can never get enough / And every time I step up in the building / Everybody hands go up / And they stay there, and they say yeah / ...

As the recession takes its toll, marketers are increasingly expected to do more with less. So what can you do? One answer is to segment your customers by the experience they have with you so that you ...

Patient satisfaction is a metric that has garnered the interest of an increasing number of healthcare organizations, and for good reason: The more satisfied a patient is, the more likely he or she is ...

The true drivers of brand preference are hidden from view. Most current marketing approaches don’t reveal them. Companies are spending millions of dollars to understand consumer motivations but still ...

In 25 years of working with leaders and business to focus on customers... what I've often noticed is that the score is the end game. First it was garnering a great "satisfaction" score, then one for ...