NPS Blog

Monthly Archives: March 2012

Treating people right

People often ask me why I got focused on customer loyalty, and why I am still so obsessed with it after three decades of studying the topic. The answer is easy; customer loyalty drives extraordinary financial results. What’s not easy … Continue reading

The real customer protection plan

Returning a rental car to the airport during a recent trip to Miami, I encountered an embarrassed rental agent who told me I’d be charged an extra half-day for being 35 minutes late with the car, plus a small fortune … Continue reading