It’s only a matter of months until the 20th anniversary of the publication of Frederick F. Reichheld’s now famous article ‘The one number you need to grow’ in Harvard Business Review. Summarising the research into the most effective customer satisfaction…
How to improve your NPS score You are tracking your NPS score and it’s not where you want it to be. What’s gone wrong? Why don’t your customers want to recommend you to others? Customers become detractors all too easily…
Net Promoter Score (NPS): The pros and cons Net Promoter Score (NPS) has been widely adopted by businesses worldwide as a measure for determining whether their brand is viewed positively by customers, and it is the bedrock of many customer…
Measuring & Improving Brand Loyalty How much can you really rely on your customers? Can you depend on them to keep buying from you, or are they likely to switch to one of your competitors without a second thought? Are…