NPS Blog

Monthly Archives: June 2014

Dishing up real-time feedback for restaurants

I eat out in restaurants a lot. Objectively, it’s fair to say that I eat out too often, sometimes as many as 15 times a week. While I wouldn’t say that I’m a restaurant snob, I do pay attention to … Continue reading

No gains from your loyal customers? Five questions to ask

If your company has earned high Net Promoter Scores, it’s reasonable to expect that you’ll outperform your competition. But sometimes that doesn’t happen—at least not right away. If you’re wondering why your strong service hasn’t yielded better-than-average performance, here are … Continue reading

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Paying it forward to customers

Companies can and should contribute to positive experiences in the world, and it’s good business practice to do so. The trickier question is how to foster a culture that achieves these aims without seeming cloying or artificial. We all know … Continue reading

Lessons from students at the University of Phoenix

Higher education is undergoing dramatic change at every level. Traditional universities are facing pressure to attract the best students while they attempt to hold down tuition costs. Meanwhile, for-profit universities such as the University of Phoenix have grown dramatically in … Continue reading