Practitioner perspectives refine the debate over NPS, revealing why behavioral data and operational discipline often matter more than the score itself.

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 ...

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 ...

This guide was reviewed by a Business News Daily editor to ensure it provides comprehensive and accurate information to aid your buying decision. Since it was first discussed in the Harvard Business ...

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.