NPS Blog

Monthly Archives: October 2012

The crisis test of a company culture

This post originally appeared on LinkedIn.  My colleague and book co-author Rob Markey tells a great story about what a difference it makes when a company has engaged, passionate employees—people who really care about customers. Rob was on a cruise with his family just … Continue reading

Survey sabotage: Is your customer data misleading you?

This article originally appeared on Forbes.com.  In this age of Yelp, Facebook and Twitter, consumer opinions have never been so powerful. While it’s easier than ever to find reviews and ratings, companies still grapple with how to best gauge their relationships with … Continue reading

Shady sales tactics cast a long shadow

When salespeople use pressure and half-truths to close a sale, they create enemies for their company. These detractors will badmouth the company or its products to anyone who will listen. They will bring every single request and complaint, no matter … Continue reading

Is your company hooked on bad profits?

This post originally appeared on LinkedIn.  Too many companies these days are addicted to bad profits. Bad profits choke a company’s growth. They blacken its reputation and make it vulnerable to competitors. The pursuit of bad profits alienates customers and … Continue reading

The best way to make employees happy

Many executives are realizing that enthusiastic workers are essential to creating a positive customer experience. This has spawned a cottage industry of “experts” who aim to measure and increase employee satisfaction. Such efforts rarely work because they focus on the … Continue reading

What you can learn from a smiley face

This post originally appeared on LinkedIn.  Last month marked the 30th anniversary of the emoticon. : – ) Who knew that emoticons have been around that long? And yet I am not at all surprised to see that they have evolved … Continue reading

How automation ups the ante for service

In a world where many customer interactions happen online, where human tellers and clerks have been replaced by ATMs and kiosks, where customers have tremendous price transparency at the click of a mouse, is customer loyalty dead? No. Automation has … Continue reading

Putting a value on customer loyalty

Very few companies have developed a rigorous gauge for assessing the worth of individual customers—one of the most important assets a company has. In the latest post on my LinkedIn blog, I react to the astute comment of an accountant … Continue reading

Pondering the power of engaged employees

Nothing tests a company’s culture like a crisis, whether it’s a natural disaster or a personal tragedy. In my latest post on LinkedIn, I look at how engaged employees can make all the difference when trouble strikes, using Rob’s positive … Continue reading

Can a company make you happy?

This post originally appeared on LinkedIn.  Happiness has become serious business. Harvard Business Review devoted an entire issue to happiness earlier this year. Britain’s Prime Minister sparked debate by suggesting the country measure its own happiness. Studies abound on who’s happier: conservatives or liberals, men or … Continue reading

Is your company hooked on bad profits?

In my latest post on LinkedIn, I look at how bad profits choke a company’s growth, blacken its reputation and make it vulnerable to competitors. Bad profits are profits earned at the expense of customer relationships, and they work much of … Continue reading

Do you trust your customer survey results?

This article originally appeared on Forbes.com.  Few questions reveal as much about the customer experience as: “How likely are you to recommend this company’s services to a friend?” To find out the answer, leading companies such as Charles Schwab, Apple Retail … Continue reading

What you can learn from a smiley face

Last month marked the 30th anniversary of the emoticon. Who knew that emoticons have been around that long? In my latest post on my new LinkedIn blog, I discuss how NPS practitioners use smiley faces to create crisp, clear scoreboards that … Continue reading

Can a company make you happy?

This important question is the topic of my first post on my new LinkedIn blog. I’m thrilled to be part of LinkedIn’s new blogging effort, which launched today. This exciting project brings together thought leaders in business, politics and media to … Continue reading