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 ...

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 ...

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 ...

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 ...

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 ...

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 ...