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 ...

4.2 times more likely to buy again 5.6 times more likely to forgive a company after a mistake, and 7.2 times more likely to try a new offering compared with detractors (unhappy customers). Adobe also ...

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 ...

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 ...

The Promoter team got together fairly recently for a team outing — we went and saw the movie “Snowden“. If you haven’t seen it, I’d highly recommend you do. Following the movie, we all had our ...

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 ...