Acquiring new customers is hard work and costly, so making sure that customers are happy, coming back and buying again is every retailer’s number one priority. Which is, in part, why the retail ...

Net promoter score in SaaS measures customer loyalty based on their likelihood to recommend a product or service, scored on a 0 to 10 scale. Net Promoter Score is a widely adopted customer ...

The worst thing you can do with Net Promoter Score (the best measurement of customer sentiment out there) is also the most common thing that most people do. Before I tell you the mistakes, let me ...

Don’t solely rely on NPS. Although Net Promoter Score is an insightful metric, it should be used in tandem with other feedback benchmarks. Utilize ML and AI. Take advantage of cutting-edge technology ...

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. Survey response rates are dropping because customers feel brands ...