Practitioner perspectives refine the debate over NPS, revealing why behavioral data and operational discipline often matter more than the score itself.

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.

One of the first things I did as the new CEO of Canopy was to measure the employee Net Promoter Score (NPS). I needed to quickly get a picture of how our employees were feeling and what improvements ...

"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 ...

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 ...