nps

Wayfair to Enter NYC Market with 2027 Large-Format Store Opening in Yonkers

Wayfair will seek to replicate the success of its first large-format store, which opened in May 2024 in the Chicago suburb of…

From Frustration to Loyalty: How One Retailer Increased NPS by 70% with Customer-Controlled Substitutions

Have you ever unpacked your grocery order, excited to make a recipe, only to find a weird substitute for a key ingredient?…

Why NPS Falls Short in Ecommerce, and the Case for Earned Growth Ratio as a Better Metric

Customer satisfaction and loyalty are paramount in today’s competitive ecommerce landscape, since customers have countless brands, retailers and marketplaces to choose from….

CVS Health Identifies Closed-Loop Feedback as its Customer-Centricity Unlock

Today’s consumers are asked to rate their experiences multiple times per day. You can hit a smiley face if the airport bathroom…

NPS Is Not The Answer To Understanding Your Customers. Here’s What You Can Do Instead

Executives have long been convinced that Net Promoter Score (NPS) is the gold standard when it comes to measuring brand loyalty and…

NPS Only Tells A Piece Of A Retailer’s Health; Why Does The Industry Rely On It?

Acquiring new customers is hard work and costly, so making sure that customers are happy, coming back and buying again is every…

Get ready for the holidays with the Holiday ThinkTank! Find must-read articles, webinars, videos, and expert tips on everything from trends to marketing, in-store ideas, ecomm, fulfillment, and customer service. It’s all free and available anytime—so you can plan, prep, and win the season your way.