How can my company convert more customers into NPS “advocates”?

The standard approach to improving net promoter scores (NPS) focuses on reducing the number of “detractors.” Companies typically invest resources to understand and fix the problems perceived by this disgruntled group. But there is another frontier in customer experience – for many companies, a second wave to be addressed once the detractor defect-fixing is addressed [...]

2020-12-28T21:24:15-08:00