Business executives understand the importance of brand loyalty, and because of this, there has been a surge of popularity with the net promoter score (NPS) as a utility to benchmark customer loyalty.

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 ...

“I was wrong. Track NPS as a core, monthly metric. Share it with everyone. And importantly — use it for a cross-functional discussion across Sales, Support, Customer Success, Marketing, Engineering, ...

The Net Promoter Score (NPS) is used by many of today's top businesses to monitor and manage customer relationships. Fred Reichheld and his co-developers of the NPS say that a single survey question, ...

Just when you thought you had this whole Net Promoter Score (NPS) thing down — it changes. From its beginnings as a metric of customer loyalty to today’s focus as a driver of customer experience ...

I recently had an outstanding experience at a diner—the food, atmosphere, presentation and service were terrific. I was extremely satisfied with the experience, yet I won’t return. Why? Because I ...

When it comes to creating and supporting an effective customer loyalty and engagement effort, it is crucial that you are able to measure the impact this effort is actually having on your customers.

The Genesys Experience Index becomes the first people-centric methodology to provide organizations with visibility into where loyalty is built or broken New offer applies methodology to organizations' ...

Election polling data is like weather forecasts: everyone knows they’re probably wrong, but we listen to them anyway. Actually that analogy is off — weather forecasts are sometimes accurate. At ...