Net Promoter Score is a common metric for measuring the growth of a business. But many people aren’t using it correctly to get the most effective view. NPS is measured…
When I completed my tax returns using TurboTax in April, I was immediately taken to a page asking me for my feedback, including the question, “How likely would you be…
Interactions in which customers put a high amount of energy to reach a satisfactory outcome. A study by and Bain & Co has shown that targeting consumers during critical Moments…
Google, Facebook, and LinkedIn have recently increased the amount of in-app engagement they’re embedding in their web applications. From guided tours to feature announcements to surveys, the three have gradually…
Ok, maybe first impressions aren’t everything, but, for Customer Success, they sure are important. Imagine for a minute that you’ve decide to go out to eat. You’ve heard of a new restaurant
