Going Beyond the Net Promoter Score

What NPS Alone Can’t Tell You Your Net Promoter Score (NPS) gives you a snapshot of customer sentiment, but it’s just the beginning. To truly understand what drives loyalty, retention…

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Unlocking Growth with the Voice of the Customer

Why the Voice of the Customer (VoC) Matters Recently, a national retail brand came to us with a puzzling issue: despite offering competitive pricing and solid customer service, their repeat…

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