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.” Continue reading Net Promoter Score Is Still a Metric for Customer Satisfaction

MoviePass has experienced what its parent company Helios and Matheson Analytics is calling a “service interruption” after the company could not pay its bills. Chief executive Mitch Lowe apologized to its three million subscribers who could not see movies, and the company borrowed $5 million to stay afloat. Analysts and others have long doubted the company’s long-term viability, suggesting its $10 per month subscription fee cannot cover costs. The recent service outage has amplified those voices. Continue reading MoviePass Has Service Interruption, Borrows $5M to Survive

The business uses of virtual reality (VR), augmented reality (AR) and mixed reality (MR) have so far been impressive. Now, a survey conducted by Microsoft with Harvard Business Review Analytic Services, found that 68 percent of 394 executives said MR is important to achieving their companies’ goals in the next 18 months. Those surveyed worked in companies employing over 250 people, in a wide range of industries including engineering, construction, manufacturing, retail, defense and education. Continue reading Survey Analyzes Benefits of Mixed Reality in the Workplace