NPS Blog

Monthly Archives: February 2015

Asking for feedback, but actually getting honest answers

A few years ago, I bought a new luxury car. While I had struggled with the decision about which make and model to buy, once I locked in, I had a really good experience. A dealer not too far from … Continue reading

The ideal Customer Advocacy Officer: Balancing experience, credibility, resourcefulness and perseverance

Few decisions are as vital to a Net Promoter effort as choosing the person who runs it day to day. Bring in an arrogant, detached executive with limited ability to relate to front-line employees or one with flimsy experience but … Continue reading

To improve it, start by measuring it

One of the best pieces of advice I ever received came from my uncle, a world-class physicist who later became a business executive. My uncle and his wife graciously took me in for seven years while I was a student … Continue reading

Planning the marriage (not just the wedding)

People in the US are intensely loyal to their universities. Alumni brand themselves with sweatshirts, T-shirts and even underwear bearing their college’s name. You’ll find them drinking from mugs emblazoned with mascots and driving cars with rear-window stickers broadcasting their … Continue reading

Showing employees how they make a difference

CEOs mistakenly think they can create a customer-centric culture on their own, but that’s never true. It’s always a grassroots process in which people throughout the organization actively develop and support the company’s culture. Without an engaged, empowered workforce, a company … Continue reading