Customer retention is the most efficient growth lever for any business, yet companies often struggle to balance the near-term highs of new customer growth with the importance of retaining (and ...

When it comes to creating and supporting an effective customer loyalty and engagement effort, it is crucial that you are able to measure the impact this effort is actually having on your customers.

The Net Promoter Score (NPS) is used by many of today's top businesses to monitor and manage customer relationships. Fred Reichheld and his co-developers of the NPS say that a single survey question, ...