NPS originally stood for Net Promoter Score, but now means Net Promoter System.
Customer Defection is the loss of users or consumers (churn/ attrition) or the decrease in purchases by them, with the following impact on reducing the Company's business.
What is the common thread among business people, students, IT professionals, rural farmers and store owners in India? The smart phone…
The concept of omni-channel retailing is changing the way brands interact with customers in fundamental, transformative ways.
This year again, we have partnered with Cirrus on a research initiative about Leadership Connections. The research explores the C-suite leaders’ agenda for 2016 and the role of HR in helping to achieve their key priorities.
Healing the Pain introduces the concept of ‘Smarter Closed Loop Feedback’, helping companies maximise the ROI of customer feedback programmes and reduce customer complaints and churn.
Measuring customer effort in isolation is not enough. While it does link to customer outcomes, it is the Customer:Company Effort Ratio that really matters.
This white paper explores how to optimise the design of Enterprise Feedback Management and Voice of the Customer programmes to maximise the ROI and reduce customer complaints and churn.
New research from Ipsos Loyalty and Cirrus highlights the challenges C-suite leaders face post-recession to build a long-term, sustainable future for their businesses and the role HR departments play in helping them achieve this.