Customer Experience News & Trends

New research says NPS is failing you miserably

If you’ve been using Net Promoter Score (NPS) to measure customer satisfaction – and guide business decisions – you’ve wasted time and money in all the wrong places, at least according to one group of researchers.

One way agents can bring in a lot more business

Wondering how you can help your company get more customers? Here’s a trick that can bring in a lot more.

Why customers leave – and what you can do to prevent it

Customers rarely tell you why they leave. They just do it quietly. This new research shows you the top reasons.