Loyalty in Layers: How B2B2C Models Change the Metrics that Matter
Conventional wisdom in marketing has been clear: if you want to build loyalty, you go straight to the…
Executive Viewpoints May 13
Latest In: 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…
News May 20
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…
Executive Viewpoints July 29
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The Store Manager Bottleneck: Why Execution Is Retail’s Hidden Margin Killer
In today’s retail environment, store managers are no longer “just” operators. They are culture carriers, translators of strategy, problem solvers, and the primary architects of the customer experience. Every corporate…
June 1
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…
Executive Viewpoints April 16
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…
Features April 8
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…
Executive Viewpoints January 23Is NPS Still The Chief Indicator Of Customer Sentiment?
By Shreesha Ramdas, Strikedeck NPS And Its Relevance Today’s retail world is beset with massive change, and standard…
Executive Viewpoints June 10
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…
Executive Viewpoints January 9Customer Experience Scoring: Which Route Is Best?
By Tom Martin, Glance Networks Customer experience is a phrase that is frequently tossed around. According to the…
Executive Viewpoints May 15Top Stories
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