Want to know what your customers really think? The answers to improving customer experience may lie within your NPS score and one simple question. How do your customers really feel about your company?

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 ...

What is your net promoter score? Net promoter score (NPS) is a specific metric that assesses how likely it is for your customers to recommend your company or individual products to others. To ...

NPS isn’t going anywhere (we think). Here’s how to interpret it, strengthen it and fit it into a modern CX measurement strategy. In a world where every customer's opinion can be amplified through ...

Last month I attended a SEMPO New York networking event that featured an “In-House versus Agency” debate, in which the debaters argued the benefits of each model. After the debate, I was speaking with ...