5 Truths of NPS

This is a guest post by TJ Stein. TJ is the Sr. Director of Customer Support for Media Temple, a Los Angeles-based company that provides premium web hosting and cloud services to web designers, developers and creative agencies. A few weeks ago, I came across a...

One Metric to Rule Them All

“NPS surveys can capture an overall trend in customer loyalty, but the results won’t tell you WHY that trend is happening. This leaves customer service leaders perplexed over next steps, taking stabs in the dark to improve NPS for the next quarter. If we reply...