Want to know what your customers really think? The answers to improving customer experience may lie within your NPS score and one simple question. How do your customers really feel about your company?

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 ...

Customer retention is the most efficient growth lever for any business, yet companies often struggle to balance the near-term highs of new customer growth with the importance of retaining (and ...

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 ...

When you create a story, what’s the first thing you should consider? Your audience. This is also true for your Net Promoter Score survey. Writing a survey question is simply a different form of ...

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 ...

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