As the recession takes its toll, marketers are increasingly expected to do more with less. So what can you do? One answer is to segment your customers by the experience they have with you so that you ...

As a descriptor, net promoter score (NPS) was coined by author, speaker and business strategist Frederick Reichheld in the Harvard Business Review back in 2003. His claim was simple: NPS “… is the one ...

NPS isn’t going anywhere (we think). Here’s how to interpret it, strengthen it and fit it into a modern CX measurement strategy. In a world where every customer's opinion can be amplified through ...

“Net Promoter” sure has its share of detractors these days. But those critiquing the measure are overlooking one of its greatest (if not widely discussed) benefits. Net Promoter Score (NPS for short) ...

Channel chief Carolee Gearhart previews partner news from the Google Cloud Next ’21 conference, which runs virtually today through Thursday. Google Cloud is introducing new incentives and rebates for ...

I was recently investigating companies who have helped transform their industry with new customer experience models. Someone had introduced me to Masergy, a global managed services firm focusing on ...

Inspirato Incorporated, a luxury vacation club, has announced its impressive 2024 Net Promoter Score (NPS) of 71, reflecting strong customer satisfaction and loyalty. The NPS measures how likely ...