Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. This article is more than 2 years old. NPS is one of the ...

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. I ...

Reaching customers with immediacy gets more difficult every day. Attention spans have become shorter and companies have to wade through a pile of competing signals to get customers' attention. Some ...

In heavy industry and professional services alike, the metrics that run delivery — utilization, billable hours, first-time fix rates — increasingly work against the outcomes and revenue growth they ...

When Marshall Field opened his first department store in Chicago, he focused on one thing: customer success, or as he phrased it, "Give the lady what she wants." Nearly 200 years later, a business's ...

NPS alone no longer cuts it. Evolving customer experience metrics like CES and XQI are helping brands stay ahead in 2025 and beyond. Beyond NPS metrics. Customer experience metrics are evolving.

Customer experience (CX) is a critical function for any SaaS business. But all too often, CX teams are left to fend for themselves when it comes to tracking critical metrics across the customer base.

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. BY Fast Company Executive ...