NPS Blog

Monthly Archives: April 2015

Net Promoter, pay and predictable (but unintended) consequences: How to avoid the most common traps

Here’s how it usually goes. A CEO or division president decides that it’s time to get serious about customer loyalty and decides to use the Net Promoter System as a lever for change. Executives tell themselves that “anything that is … Continue reading

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Would you recommend your town to a friend? How a ski town uses Net Promoter to grow the tourist trade

Steamboat Springs, Colorado—the entire town, not just the ski resort—is using the Net Promoter Score to help make itself more customer-friendly. Yeah. You read that right. A town. We at Bain have a lot of experience helping big companies adopt … Continue reading

Harry’s: Taking on the razor blade giants by building personal relationships with customers

When my former colleagues Andy Katz-Mayfield and Jeff Raider told me they planned to start a business selling razors and blades, I thought they had lost their marbles. While there are few certainties in business, one of them is that … Continue reading