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 ...

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.

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 ...

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 ...

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 ...

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 ...

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, ...

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 ...

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 ...