NPS Blog

Monthly Archives: August 2011

Are your surveys worth your customers’ time?

The following post originally appeared on the Harvard Business Review Blog Network. My personal e-mail inbox currently holds requests for feedback from twelve different companies: a couple of hotels, two web-based retailers, a credit-card company, an investment management firm, etc. … Continue reading

  • Posted in Closed loop
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The Love Metric

Rob Markey and I had the pleasure of speaking with Intuit CEO Brad Smith this week in preparation for our upcoming NPS CEO roundtable. (The roundtable will be taking place in late September, so keep an eye out for video … Continue reading

Apple stores in China: the one thing they can’t fake

The following post originally appeared on the Harvard Business Review Blog Network. A blogger who calls herself BirdAbroad found a Chinese store that looked almost exactly like one of Apple’s iconic retail outlets, complete with winding staircase, walls lined with Apple products, … Continue reading

  • Posted in Reliable metric
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