NPS Blog

Monthly Archives: December 2012

At stores, the most challenging time of the year

This post originally appeared on LinkedIn.  The holidays are a prime time for stores to build loyal customers—or create detractors. Millions of shoppers are heading to their local malls these days, basking in holiday spirit as the late Andy Williams … Continue reading

Achieving true sustainability in a throwaway society

Companies love to use buzzwords like “stewardship” and “sustainability” in their public relations campaigns. But inside their walls, many treat their most precious assets as disposable: people. Maybe it’s time to rethink corporate responsibility and return to the fundamental idea that companies … Continue reading

The root cause of your customer’s anger

This post originally appeared on Forbes.  Do you know the root cause of your customers’ delights and annoyances ? It’s a critical question. If you don’t, you can’t give them more of what they love. And you may be tempted to offer … Continue reading

Instilling holiday spirit in harried retail employees

Millions of shoppers are heading to their local malls these days, basking in holiday spirit as the late Andy Williams croons “It’s the Most Wonderful Time of the Year” over the PA system. But some employees are probably ready to … Continue reading

Training programs that pay off right away

One of the casualties of this slow-growing economy is training investment. Faced with weak revenue, many companies have pared down training programs to cut costs. But what many companies don’t realize is that training doesn’t have to be formal and … Continue reading