Twenty years ago, Net Promoter Score (NPS) was introduced as a superior predictor of sales growth, and hence for managers the "one number you need to grow" (Reichheld, 2003). NPS is a calculation ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. On a scale of zero to 10, with 10 being highest, what’s the ...

Customers expect more from companies than ever before, and that means tried and tested customer experience management tools like the Net Promoter Score need to be amended if not thrown away entirely.

There’s an old saying, “What doesn’t get measured, doesn’t get done.” To that end, performance metrics continue to be the cornerstone of pay for performance alignment. Recently there’s been quite a ...

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 ...

Are your customers likely to recommend your business to their friends? The answer can make or break your business. Most start-ups know whether their customers are satisfied. But once you build your ...

We are a team of writers, experimenters and researchers providing you with the best advice with zero bias or partiality. Consider employee benefits to keep your employees feeling seen, heard, and most ...