Business

Customer satisfaction scores, employee engagement numbers, “how likely are you to recommend us?” — most businesses are already asking these questions somehow. The harder part is asking them in a way that tells you how to do better: what action or communication will actually move the needle, and who you should be moving it for. That’s often not your most loyal customers — it’s the moderately attached ones, or a segment you’ve been overlooking, where the right insight can do the most to build and strengthen the business.