In our conversations with brand executives about how to measure customer experience, we’re often asked, “Which customer survey solution should we be using?” Some believe they’re getting the insights they […]

It’s time for brands to come to terms with the truth: what kept them afloat a decade ago threatens to sink them today. From operations to training to managing the […]

When it comes to measures of brand loyalty, Net Promoter Score (NPS) is king. Many customer-facing companies obsess over their Net Promoter Score, always searching for that magic formula that […]