NPS Blog

Monthly Archives: June 2012

Motivate employees to provide better service, not to beg

Keeping frontline employees in the loop about customer feedback is critical. But if you’re not careful, customer scores, rather than customer loyalty, can start to drive their behavior. You don’t want frontline employees begging for scores—an experience you’ve probably had … Continue reading

Simple beats sophisticated when it comes to customer metrics

Sophisticated analyses and precise data are very appealing to management teams on the verge of making a big decision. But simplicity can often be better than precision. In this Harvard Business Review video, I talk about an experience I had … Continue reading