NPS Blog

Monthly Archives: December 2013

Leading by letting go

This article originally appeared on HBR.org.  If you are running a large company anywhere in the world, you have almost certainly asked yourself some version of this question: “How can we get tens of thousands of employees to deliver memorable … Continue reading

Five ways to learn nothing from your customers’ feedback

This article originally appeared on HBR.org.  I have studied a lot of customer feedback systems in the 25 years I’ve spent working with companies on customer strategy. Many of them leave me sad and befuddled. So many companies make the … Continue reading

What to do when loyalty doesn’t translate into performance

Every now and then, we come across a situation where a company’s customers appear to love it, but where that love doesn’t translate into accelerated revenue growth. This can frustrate and confuse executives at these companies because their high Net … Continue reading