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Net Promoter Score Is Still a Metric for Customer Satisfaction

NPS (Net Promoter Score) is a customer satisfaction metric based on a single question: How likely would you be to recommend this company to a friend or colleague? Initially popularized in a 2003 Harvard Business Review research article, NPS has become both widely used and controversial since then. A Journal of Marketing 2007 study tried to replicate the 2003 research, but found “no correlation between NPS score and revenue” and stated that, therefore, there was “no correlation between NPS score and capacity for growth.” Read more

Stanford Project Studies Phone Use, Aims to Identify Patterns

Starting three years ago, Stanford University researchers began the Human Screenome Project to create a digital map with detailed information about how people use their phones. Stanford School of Medicine professor of pediatrics Thomas Robinson, one of the lead researchers on the project, is focused on the portion of the project on adolescents. Although the iPhone first debuted over ten years ago, said the researchers, we have very little information about how such screens impact this cohort’s well-being. Read more

Big Tech Companies Acquire Significant Number of AI Startups

The Federal Trade Commission is investigating the purchase of hundreds of small startups made by Big Tech companies Amazon, Apple, Facebook, Google and Microsoft to determine if they have become too powerful. In 2019, a record-breaking 231 artificial intelligence startups were snapped up, which in many cases ended public availability of their products. According to CB Insights, that number compares to 42 AI startups acquired in 2014. Apple has been the No. 1 buyer of these startups since 2010. Read more

French Competition Authority Fines Apple & Two Wholesalers

The French Competition Authority fined Apple 1.1 billion euros ($1.23 billion) after determining that the company unfairly divided products and customers between two wholesalers, Tech Data and Ingram Micro, and forced them to charge the same prices as those offered in its own retail stores. The Authority president Isabelle de Silva stated that doing so had the effect of “sterilizing the wholesale market for Apple products.” Tech Data and Ingram Micro were fined 76.1 million euros and 62.9 million euros, respectively. Read more

Online Shopping Spikes, Amazon Hires 100,000 New Workers

As the coronavirus fuels a rise in online sales, Amazon plans to hire 100,000 more workers and raise pay for all employees in the U.S. and Canada by $2 an hour. The company’s starting wage is currently $15 per hour in its U.S. fulfillment centers. In the U.K., wages will rise £2 ($2.45) per hour and approximately €2 ($2.24) an hour in many European Union countries. At end of 2019, Amazon employed almost 800,000 full-time and part-time workers. Other companies are also seeing increased online sales as a result of COVID-19. Read more

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