Uncle Giuseppe's in New Jersey hooks me back for its tremendous comfort food; NPS, on the other hand, is too much comfort for CX leaders.

Net Promoter Score (NPS) has been a staple metric for executives for more than 20 years. Its effectiveness is in its simplicity: a simple one-to-10 scale of a customer’s likelihood to recommend, which ...

Loyal customers are assets to any business. The best way to transform someone into a loyal customer is by offering outstanding customer satisfaction. Therefore, it is essential to gauge how happy and ...