Retentionomics, or the drive and ability to retain existing customers, yields positive business results. A study of 300 retail and media companies, conducted by Sailthru and Forbes Insights, “Retentionomics: The Path to Profitable Growth,
Light some candles. Put on a little smooth jazz. Offer some chocolate strawberries. No, you aren’t about to get romantic with your special someone. You’re about to go on a hot date with improved Yelp reviews and customer retention.
Net Promoter Score or NPS was developed as a means to measure customer loyalty more quickly and accurately. But HR can use it to measure the same things among your workforce. In a Harvard Business Review article the creator of the system, Frederick
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