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. But instead of immediately infusing their responses into what ...

Practitioner perspectives refine the debate over NPS, revealing why behavioral data and operational discipline often matter more than the score itself. Author’s Note: In Part 1 of this two-part series ...

"What is the likelihood that you would recommend our company to a friend or colleague?" This is the question frequently asked following interactions with brands. Results determine a company's Net ...

Customers rate WFG 4.9 stars as Direct Operations sustain a world-class 94 NPS, powered by people, process, and partnership. Sustaining a 94 NPS requires daily discipline, cross-functional ...