Unlock the ‘Why’: How to Use Open-Ended Feedback and Driver Analysis to Make NPS Actionable
The NPS score is just the start. Learn how to capture the “why” behind customer feedback, analyze open-ended responses, and...
How to Run an NPS Survey That Actually Works
Learn how to design and run an NPS survey that delivers meaningful, actionable insights, not just a score. Timing, sampling, and...
What NPS Is (And What It Isn’t)
Net Promoter Score is one of the most widely used—and misunderstood—customer loyalty metrics. In this article, we break down what...
Gen Next: Winning the Future Market: The Complete Series
The complete Gen Next: Winning the Future Market series—9 research-backed articles on how Gen Z and Millennials are reshaping...
Gen Next: Winning the Future Market Article #9: The Experience Generation: What Gen Z and Millennials Expect (That Most Brands and Employers Still Don’t Get)
Gen Z and Millennials aren’t the future—they’re the now. From real-time decisions to emotional ROI, financial stress, and...
Gen Next: Winning the Future Market Article #8: Economic Anxiety Is Real: What Financial Insecurity Means for Engagement, Retention, and Brand Trust
Gen Z and Millennials may seem confident, but many are quietly burdened by financial stress. Nearly half live paycheck to...
Gen Next: Winning the Future Market Article #7: The Future Is Human: Why Soft Skills Matter More Than Ever
Even in an AI-driven world, Gen Z and Millennials crave emotional connection. They value empathy over efficiency, real...
Gen Next: Winning the Future Market Article #6: They’re Learning Machines: Why Gen Z and Millennials Are Always Leveling Up (And Expect You to Help)
Gen Z and Millennials are self-taught, always learning, and expect the brands they engage with to help them grow. For them,...
Gen Next: Winning the Future Market Article #5: The Purpose Principle: Why Meaning Is the New Metric
For Gen Z and Millennials, purpose isn’t optional—it’s how they decide where to work, what to buy, and who to support. If your...