New approach focuses on fixing the operational and technology failures that cause customer dissatisfaction You don’t ...

Leaders and business owners have been concerned with customer service and satisfaction since the dawn of civilization. The ancient Greeks famously traded goods and conducted business deals at agoras, ...

AI is here to stay. Generative AI’s growing intelligence can greatly improve all facets of customer experience, including NPS, CES and CSAT. LLMs help you understand your customers. A company’s NPS ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Always do what the customer expects. A typical customer just ...

The Net Promoter Score (NPS) survey is a “master of simplicity.” With its elementary formula to evaluate customer satisfaction, this classic metric is rooted in the kind of ease inherent to a genius ...