And the number of people quitting is in themillions. In April 2021, a then record 4 million Americans said goodbye to their employers. Fast-forward to September, and4.4 million quit in one month alone. To put that in perspective, that’s the equivalent of the population of Los Angeles. B...
NPS is incredibly valuable, but most people don’t know where to begin using the data it gives them. Just three groups of customers—promoters, passives, and detractors—seems overly simplistic, and many attack NPS as a useless “vanity metric” that looks backwards instead of forwards. Like ...
I don’t think the choice to backchannel and deploy PR tactics is an isolated one, either. It’s hard to miss that as public discourse has gotten more polarized, more and more social interaction online has moved into private or semi-private venues. Products like Slack and Discord have ridd...
After a transgression, brands commonly use post-transgression communications to minimize consumer backlash (Coombs,2007). Communication research shows that the effectiveness of these responses depends on framing—that is, the effort to “select some aspects of a perceived reality and make them more sal...
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