Hospitals should include both clinical interactions and nonclinical interactions, such as billing experiences, when considering net promoter scores, said Gary Long, executive vice president and chief ...

As the recession takes its toll, marketers are increasingly expected to do more with less. So what can you do? One answer is to segment your customers by the experience they have with you so that you ...

Lansing, Michigan-based reverse mortgage servicing company Celink this week announced that it earned a high net promoter score (NPS) of 74, which is generally considered an “excellent” rating of ...

A better system for understanding the real value of happy customers by Fred Reichheld, Darci Darnell and Maureen Burns From the Magazine (November–December 2021) Since its introduction, in 2003, the ...

For years, marketers have relied on the Net Promoter Score (NPS) as the gold standard for measuring customer sentiment. But in recent years, as many brands have grown increasingly disconnected from ...

Oakworth Capital Bank (Oakworth) continues to demonstrate its unwavering commitment to client trust and satisfaction, ...

Every business is defined by its customers — but it’s not always obvious who an organization’s customers really are. When it comes to VC firms, investors have historically and unsurprisingly viewed ...

Resiliency is an important component for companies to be able to prepare for and respond to the changing world around them. Focusing on the data that a company can control is one way of building ...