The Net Promoter Score (NPS)—the biggest example of management snake oil ever created—has finally run its course. An article titled Net Promoter Score 3.0 in the Harvard Business Review asserts: “Self ...

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 ...

Concept of high customer satisfaction, Finger pressing number ten on a Net Promoter Score (NPS) panel. Composite image between a hand photography and a 3D background. Companies bragging about their ...

If you’re measuring employee engagement and performance by productivity and output, you may not have an accurate picture of your employees’ desire to stay put and plugged in. With the quit rate at all ...

Net promoter score in SaaS measures customer loyalty based on their likelihood to recommend a product or service, scored on a 0 to 10 scale. Net Promoter Score is a widely adopted customer ...

I believe today’s customer journey has become too complex and nuanced than this measurement can handle on its own. The Fast Company Executive Board is a private, fee-based network of influential ...

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 ...

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 ...

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 ...