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 ...

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.

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 ...

Columbus-based Central Ohio Primary Care is the nation’s largest independent primary care physician group and an industry leader in physician engagement. COPC partnered with agilon health, which aims ...

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 ...