NPS Blog

Monthly Archives: June 2015

Customers have been talking, and companies are finally listening

Companies across all industries are seeing the benefits of loyalty and trying harder than ever to foster a dialogue with customers. And best of all, companies are listening. Sure, not a week goes by without some bizarre story of a … Continue reading

  • Posted in LinkedIn, Reliable metric
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Habitat for Humanity: Nailing Net Promoter at a nonprofit

Leaders of major companies often assume they have nothing to learn from nonprofits. That’s just not true. Corporate executives tend to underestimate the sophistication and complexity of successful nonprofits, and nonprofit leaders often overestimate the resources available in big companies. … Continue reading

Birchbox: Unboxing a fantastic customer experience

I’ve been getting a box in the mail every month this year. Inside I usually find four or five samples of products I’ve never heard of, like Billy Jealousy Liquid Sand Exfoliating Facial Cleanser or PARLOR Re-Workable Hold Paste or … Continue reading

The three qualities of the Net Promoter System’s “outer loop”: Answering the call for culture change at AT&T

“We have over 5,000 customer experience initiatives currently in flight across the organization. I know two or three of them are probably going to be really high impact. I also suspect that while most of them are really good things … Continue reading

  • Posted in Outer loop, Podcast
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