NPS Blog

Monthly Archives: August 2013

Would you recommend your IT help desk to a friend?

When it comes to delighting customers, leading companies don’t limit themselves to the people outside their walls. They look inward at ways they can apply the Net Promoter System℠ (NPS®) values to their internal operations. We’ve written extensively on employee … Continue reading

The ultimate symbol of customer happiness: a smile

Customer service was simpler in the era before big box chains and online shopping, but many important truths remain the same: High-quality service doesn’t have to cost a lot, and it starts with knowing your customers. In my latest blog … Continue reading

Put your money where your mouth is: investing behind loyalty

The New York Times’ DealBook blog profiled a private equity firm this week that uses an increasingly popular yardstick to size up potential investment targets: Net Promoter Scores. Los Angeles-based Brentwood Associates looks for small- and medium-sized companies that have … Continue reading

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