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.

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There’s a new metric in town, and it’s called Time Well ...

Net PromoterⓇ Scores have been causing waves since they first emerged in 2003. In a now-famous piece for the Harvard Business Review, Fred Reichheld caused the first ripples by claiming his simple ...

4.2 times more likely to buy again 5.6 times more likely to forgive a company after a mistake, and 7.2 times more likely to try a new offering compared with detractors (unhappy customers). Adobe also ...

Net Promoter Score (NPS) is a straightforward and effective method for businesses to identify promoters and detractors, providing a clear view of their performance from the customer’s perspective. NPS ...

Executives in 45 percent of organizations use Net Promoter Score (NPS) as a customer experience (CX) beacon metric, according to a recent Forrester Research survey. But is NPS the right CX beacon ...