NPS Blog

Monthly Archives: February 2013

With customer service, sometimes no answer is your answer

How valuable is your Net Promoter® score if only 2% of your customers took the survey? It’s a fair question with a simple answer. A user of the social network Quora, which has a vibrant NPS community, recently asked this … Continue reading

How salespeople can destroy your business

This post originally appeared on LinkedIn.  Some executives don’t seem to care what their employees do to close a sale. Customers vote with their wallets, so buyers must have liked what they saw, right? Would those executives feel the same … Continue reading

Numbers count, but feelings come first

This post originally appeared on LinkedIn.  Long ago, one of my statistics professors in college cautioned me that statisticians tend to obsess about creating the highest R-squared. Inflating one’s R-squared might be just the ticket for getting your results published in … Continue reading

Why Cornell asks alumni the ultimate question

Cornell University holds 1,400 events a year for alumni, parents and friends—one every six hours. These events cost millions of dollars and require a considerable effort to plan. But do they help the university reach its goals? In the October … Continue reading

Don’t try to satisfy your employees!

This post originally appeared on LinkedIn.  Plenty of companies now understand that they need to turn more customers into promoters if they are to grow profitably. They also recognize that they can’t accomplish that goal unless front-line employees and supervisors are … Continue reading

BlackBerry: NPS is “the real litmus test for us”

In a slick ad during Sunday’s Super Bowl, BlackBerry made it clear what its new Z10 smartphone can’t do: Set people on fire, turn human legs into an elephant’s and cause a careening tractor trailer to explode into a wave … Continue reading