Here’s what you need to know about the NSS score, along with best practices on how to implement it.

On today's episode, we discuss why Net Promoter Score (NPS) usage isn't translating into a better customer experience for many, how to use it effectively, and tactics for dealing with angry customers. "In Other News," we talk about how neobanks can use customer service to stand out from the crowd and the significance of Target adding coffee pickup and returns to its curbside service. Tune in to the discussion with our analyst Patty Soltis.

More than 75% of companies say they lack the ability to transform raw data into actionable insights that can improve customer experiences. But when used correctly, customer data platforms (CDPs) can help manage customer data and greatly improve the marketing experience.

For years, delivering strong customer experience (CX) has been critical to an organization’s success—yet it’s still difficult to deliver on. Here’s how marketers need to think about CX success in 2021.

Amid pandemic-accelerated shifts, online communities have become an integral part of the consumer journey. According to Verto Analytics, Reddit users are informed, make fast, high-value purchases, and ultimately become strong brand advocates.

This report breaks down the essentials of B2B branding and provides best practices and case studies for B2B companies of any size, young and old, across sectors.

In some B2B businesses, only a small subset of the customer base actually drives the largest portion of their profitability. Bain & Company's Mark Kovac explains how B2Bs can realign their growth strategy to existing accounts with the most potential.