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 ...

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 ...

There is much debate on the value of customer loyalty metrics. This post from my other blog, has attracted some debate, so thought I would open it here to this audience. The subject of customer ...

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 ...

Law firm perceptions of how clients view them is usually a complete reversal of how clients actually see law firms. The latest Clio Legal Trends Report underscores the point that lawyers and consumers ...

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. This article is more than 9 years old. Sometimes in business ...

A recent article by VisitPay reviews and analyzes Net Promoter Scores® findings for patients who use the company’s patient financial engagement platform versus those who do not use the platform.

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Hospitals should include both clinical interactions and nonclinical interactions, such as billing experiences, when considering net promoter scores, said Gary Long, executive vice president and chief ...

If there is one question to rule all of marketing, it goes something like this: "On a scale of zero to 10, with 10 being the highest, how likely are you to recommend our company to a friend or ...

Ron Carson is the Chief Marketing Officer of Terra Dotta, and Founder of Thirdside.com, a boutique customer intelligence agency. "On a scale of 0–10, how likely would you be to recommend us to a ...