Best Practices

Customer Experience

Did You Deliver on CX Last Year?

The new year is filled with a rush of excitement, as companies set new targets and plan the pat...

Jake Burgess

January 12, 2023 | 5 MIN READ

Best Practices

Customer Experience

Survey Types

8 Reasons Why NPS and eNPS Matter

Net Promoter Score—known as NPS, or eNPS when it’s applied to employees—is an important m...

LeTeisha Newton

October 12, 2022 | 4 MIN READ

Customer Experience

Buzzword Decoded: What is NPS Really?

The Net Promoter Score (NPS), and its employee counterpart eNPS, is a metric that many business...

LeTeisha Newton

September 2, 2022 | 4 MIN READ

Customer Experience

Financial Services

Customer Loyalty in Banking: From Detractors to Promoters in Six Months

Customer loyalty is crucial for any business, but in banking, it’s particularly critical. Wit...

Jason Smith

January 27, 2022 | 4 MIN READ

Customer Experience

The Detractor Opportunity: How to Win Over Your Critics and Improve Customer Experience

Every business has its detractors. While you can’t demand that they change their mind, you ca...

Disha Sanghvi

July 6, 2021 | 5 MIN READ

Customer Experience

Transactional vs. Relational NPS

Whether Transactional or Relational,  Net Promoter Score (NPS) has a massive advantage in the ...

Gordon Polovin

December 7, 2020 | 6 MIN READ

Employee Engagement

What is eNPS, and is it all that important?

eNPS stands for Employee Net Promoter Score, a methodology that has built a reputation for meas...

Gordon Polovin

May 24, 2020 | 8 MIN READ

Customer Experience

3 Customer Experience Metrics and KPIs That Count

We’ve previously discussed the value of customer feedback and talked about why customer onb...

Cherie Foo

October 10, 2019 | 5 MIN READ

Customer Experience

Customer Feedback: How Listening Builds Business

Our team members have plenty to share! Check out this story of the value of customer feedback...

Rob De Leon

May 6, 2021 | 4 MIN READ

Customer Experience

Market Research

Attention Millenials: I just need 223 minutes of your time…

I just need 223 minutes of your time . . . said no marketer ever. But maybe marketers should ...

Ann Heatherington

May 6, 2021 | 2 MIN READ