NPS Blog

Monthly Archives: October 2014

There’s no such thing as an “average” customer

“Our average customer is a 38-year-old married woman with 1.4 children who lives in a suburban neighborhood and drives a Japanese-make minivan.” How many times have you heard an executive talk about his or her company’s average customer? How much … Continue reading

Why bank customers are so disloyal (and why banks want to change that)

Last year, almost 40% of American customers bought at least one new product from a bank. Despite bankers’ intense focus on cross-selling, only half made that purchase from their primary bank. This pattern, more or less, was repeated in more … Continue reading

Want royally happy customers? Never skimp on service

Ever wonder why Ritz-Carlton hotels serve afternoon tea? You know, that light “meal” with the fussy cucumber sandwiches and miniature eclairs on tiered platters that seem more fitting on Downton Abbey than in a 21st-century hotel restaurant. After all, a … Continue reading