NPS Blog

Monthly Archives: September 2011

Twitter, travel and the power of the engaged employee

The following post originally appeared on the Harvard Business Review Blog Network. I travel a lot, as do many of the executives I talk to. So when I give a speech and ask audience members to describe the last time … Continue reading

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Frugal WOWs: A social media experiment by KLM

In 2010, a team at KLM set out to experiment with delivery of tiny gifts — more demonstrations of commitment and recognition than anything of significant value — to customers who had made public their travel plans via a Twitter … Continue reading

Before you link pay to customer feedback: five essentials

The following post originally appeared on the Harvard Business Review Blog Network. More and more companies are tying incentive pay to customer metrics. TIAA-CREF, the big financial services company, includes customer loyalty score improvement in senior executive compensation. Phones4U, a … Continue reading

The dangers of linking pay to customer feedback

The following post originally appeared on the Harvard Business Review Blog Network. If you’re serious about creating a customer-driven culture, then you will certainly tie incentive compensation to customer feedback. Right? Wrong. Everyone knows incentive compensation can really focus people’s … Continue reading