Do This Instead of Worrying About a Good NPS Score

Net Promoter Score®, or NPS, measures customer experience and predicts business growth. This proven metric transformed the business world and now provides the core measurement for customer experience management programs around the world. But we should do this instead of worrying about a good NPS score. What should we do? I’ll get to that in

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Leadership Series: Annette Franz

Today I had the pleasure of interviewing Annette Franz. Annette is CEO of CX Journey Inc, a boutique consulting firm specializing in helping clients ground and frame their customer experience strategies in/via customer understanding. Annette’s passion lies in teaching companies about customer experience and helping them understand the critical linkage between the employee experience and

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Read How CD Baby Turns a Mundane Email Into an “Exceptional Conversation”

Correspondence from most members of the retail industry is reduced to little more than a form letter with a few “mail-merged” names; the letter can fit most circumstances and usually does. Isn’t it about time someone uses their imagination and creates a response that we look forward to read…and share? Derek Sivers, who founded CD

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