3 Shortfalls of Net Promoter Scores

Net Promoter Score (or NPS) rocked the customer feedback world when it came out ten years ago. Today, it’s everywhere. But is it really the best question and metric for your company? Now that NPS has become a fact of life for corporations, let’s weigh the pros and cons one more time. Let’s be clear: the […]


Experience Counts: The “Downgrade” Debacle

Shep Hyken’s reflections on his hotel experience illustrate a common customer service problem. Here’s what happened: Shep reserved a room, but when he got to the hotel it wasn’t ready, so the front desk worker offered to “downgrade” him to a room that was already prepared. No one is ever happy about a “downgrade,” especially […]


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