NPS Blog

Monthly Archives: March 2014

Lessons from long-time loyalty leaders

In our latest podcast, we bring you a conversation with two deeply experienced loyalty leaders, Linda Verba and Brian Andrews. Linda Verba is the EVP of Retail Operations and Service Recognition at TD Bank Group, and one of the prime … Continue reading

Piloting change at Herman Miller

One of the biggest debates inside the Net Promoter community is about how many questions you should ask customers when you collect feedback. The fundamental issue is this: Should you try to include multiple-choice questions so you can do fast … Continue reading

Creating a customer-centric company: Six paths to learning

This article originally appeared on Forbes.com. Creating a customer-centric company is tough in the best of circumstances. You have to rebuild your company’s culture, which means helping employees learn new ways of thinking and acting. You have to entrust frontline … Continue reading

Who keeps you jazzed about your job?

This article originally appeared on Forbes.com.  “Fanatical” customer support is the mantra at Rackspace, an IT hosting company. Hype and fluff? Not so. Energized, motivated Rackers really do put in the discretionary effort that creates a better experience for customers. … Continue reading