Sara Staffaroni — March 20, 2019 — March 20, 2019 The Net Promoter Score (NPS) metric is the perfect way to determine which customers are your brand advocates (NPS Promoters), which customers are moderately happy with your brand (NPS Passives), and which customers have encountered a bad experience along the way and would not recommend … Continue reading How to Turn NPS Detractors Into Promoters
Peter Fader — February 9, 2017 Follow @faderp— February 9, 2017 Understanding Net Promoter Scores In the old days there was simply “the customer,” a faceless, nameless entity that bought our product and kept the production lines humming. To the extent that we thought about customer satisfaction, we were content to look at an average. … Continue reading NPS and CLV: Viewing Detractors and Promoters Through the Lens of Lifetime Value
