Forbes contributors publish independent expert analyses and insights. Mike Kappel is the Founder of Patriot Software, LLC. When it comes to running a business, your customers’ satisfaction matters.

The tools we use to gather customer feedback influence the hypotheses we form, as well as how we interpret our overall CX success. A customer experience leader’s foremost responsibility is to make all ...

NPS isn’t going anywhere (we think). Here’s how to interpret it, strengthen it and fit it into a modern CX measurement strategy. In a world where every customer's opinion can be amplified through ...

There’s a common saying in business: if you can’t measure it, it didn’t happen. But how do you measure satisfaction? Fortunately, there’s a way to do that: customer satisfaction metrics. These metrics ...

(MENAFN- EIN Presswire) EINPresswire/ -- Stonehill, a global innovation and strategy consulting firm advising Fortune 500 companies, private equity investors, and government agencies, today announced ...

Net Promoter Score is a polarizing statistic. On one hand, there’s a Cult of NPS that believes it’s the chosen metric, one customer-experience number to rule them all. On the other, there’s a group ...