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 ...

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 ...

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 ...

Practitioner perspectives refine the debate over NPS, revealing why behavioral data and operational discipline often matter more than the score itself. Author’s Note: In Part 1 of this two-part series ...

Acquiring new customers is hard work and costly, so making sure that customers are happy, coming back and buying again is every retailer’s number one priority. Which is, in part, why the retail ...

The connection between engaged associates and improved business results is, by now, undeniable. Gallup reports that organizations with more engaged employees are not only 10 percent more profitable ...

Don’t solely rely on NPS. Although Net Promoter Score is an insightful metric, it should be used in tandem with other feedback benchmarks. Utilize ML and AI. Take advantage of cutting-edge technology ...