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.

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 ...

NPS, as a numerical metric, is essentially meaningless on its own. That said, as a basis for measuring your improvement, there isn’t a single company that doesn’t want to see their score improve over ...

Would you like to make yourself more referrals? Do you currently know your referral quotient? Many producers wonder why they don’t have more referrals. Many also question why more folks don’t just ...

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 ...

What is your net promoter score? Net promoter score (NPS) is a specific metric that assesses how likely it is for your customers to recommend your company or individual products to others. To ...

Fred Reichheld stunned marketers in 1996 when he argued in The Loyalty Effect that a 5% improvement in retention can boost profits by up to 100%. Now he is about to shock them again. In his new book, ...

Is the Employee Net Promoter Score (eNPS) a worthy investment for your organization? Would your employees promote your workplace as a good, great or solid place to work? One way to know is through an ...

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 ...

Sometimes in business someone comes up with something very simple and the business world goes wild for it. Net Promoter Score (NPS) is one example of that. It was introduced back in 2003 by author and ...

According to a recent Epicomm Survey, growth is the # 1 issue for print industry CEOs in 2016, and company leaders are employing many strategies to drive up revenue and profit. Some are investing in ...

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 ...