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 ...

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 ...

"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 ...

Community satisfaction is on the rise in Topeka, according to data released by the Greater Topeka Partnership. The partnership shared results Wednesday of the city's Net Promoter Score survey, which ...