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Why NPS Surveys are a Poor Indicator of Customer Experience Research from Texas Tech University Studies shows that roughly 83% of customers say they intend to refer the brands that they like, but only about 29% do. Businesses that only measure Net Promoter Score (NPS) or Customer Satisfaction (CSAT) survey results are falling significantly behind....
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Many organizations provide lip service about the experience they provide. It is on everyone's website and listed in their core values. But few companies actually execute it and make it a reality. It has been proven repeatedly that the fastest way to ruin a brand's customer experience is rapid growth. It is easier when you...
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Keeping Momentum After a Service Rollout Is the Hardest — and Most Important — Thing You’ll Do The Gap That Should Worry Every Leader Who Just Finished a Service Initiative Medallia’s 2026 State of Customer Experience Report contains a finding that I think about often. When asked whether their organization’s customer experience had improved, 66%...
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A Former Intel Executive Called It a “God Complex.” Here’s How to Make Sure Your Culture Never Gets There. The Two Words That Explain One of the Biggest Collapses in Business History A former high-level executive who spent more than 20 years at Intel told Yahoo Finance exactly what destroyed one of the most dominant...
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How a Brand Can Fix Its Balance Sheet While Losing the Trust That Built It — and What Every Leader Needs to Learn From It Two Headlines About Peloton. One Brand. Completely Different Stories. In May 2026, Peloton reported its first-ever full-year net profit in company history — $23.2 million in trailing twelve-month net income...
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