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 ...

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 ...

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 ...

Executives in 45 percent of organizations use Net Promoter Score (NPS) as a customer experience (CX) beacon metric, according to a recent Forrester Research survey. But is NPS the right CX beacon ...

Want to know what your customers really think? The answers to improving customer experience may lie within your NPS score and one simple question. How do your customers really feel about your company?

Net Promoter Score, commonly referred to as NPS, was first introduced in the Harvard Business Review in a 2003 article, titled: “The One Number You Need to Grow.” It was intended to be a metric for ...

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 ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. BY Janelle Dieken Since its ...

"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 / ...

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 ...

Don’t solely rely on NPS. Although Net Promoter Score is an insightful metric, it should be used in tandem with other feedback benchmarks. Utilize ML and AI. Take advantage of cutting-edge technology ...

There’s a reason why so many companies rely on Net Promoter Score (NPS) as a customer-experience metric. It’s relatively simple to implement, and the output—an easy-to-understand score—slides ...