Articles
Despite how revolutionary NPS was when it was introduced, it has some serious limitations when it comes to driving profitable growth.
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It doesn’t matter if your organization uses SMART goals or OKRs — you must be clear about what you’re trying to accomplish with your customer experience.
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Net revenue retention (NRR) is a key indicator of a company’s health and future potential, and investors (and the markets) obsess over it.
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Looking at the foundational principles of the Net Promoter Score (NPS), one of the most common customer experience metrics.
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It’s not about replacing the NPS, but rather about complimenting it with task completion and task time metrics
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Is the Employee Net Promoter Score (eNPS) a worthy investment for your organization?
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Are you comparing these popular technology stacks? Well, we've asked the experts to explain the differences between JAMstack, LAMP Stack, MEAN and .NET.
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Combining multiple customer experience metrics will provide the deepest insights — but first you must define what success means for your company.
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Want to know what your customers really think? The answers to improving customer experience may lie within your NPS score and one simple question.
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Satisfied customers will drive your business. Your task is to improve your customers’ experience. Here's a look at how to measure it.
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Net Promoter Score may be easy for companies to gather and assess, but it does a poor job of predicting customer retention.
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To improve the customer experience at a time of tight marketing budgets, companies must take action on insights gleaned from voice-of-the-customer initiatives.
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Yesterday we saw the day of action on net neutrality. Companies, activists and citizens weighed in on why net neutrality is a good thing — including here on CMSWire.
Everything that collection of very smart people said is correct and worth reading. But they didn't touch on one thing:
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When Ajit Pai assumed the role of Chairman of the Federal Communications Commission in January, he made one of his goals clear: dismantling the net neutrality rules put in place in 2015.
This surprised no one.
As a member of the FCC, Pai voted against the Open Internet Order (pdf),
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