NPS Blog

Monthly Archives: April 2016

Set Perfection as the Goal: Leadership Lessons from Former Vanguard CEO Jack Brennan

It’s common wisdom that your goals should be achievable. In fact, a popular goal-setting acronym, SMART, holds that goals should be specific, achievable, realistic and time-bound. (In some permutations, “relevant” is substituted for realistic.) Jack Brennan, though, suggests almost the … Continue reading

Assessing Your Net Promoter System: How VimpelCom Set a Roadmap for Improvement

VimpelCom is one of the largest telecom companies in the world, serving 217 million customers globally. It started in Moscow in the 1990s and has grown to cover 14 countries ranging from Italy to Kazakhstan. Yet until a few years … Continue reading

  • Posted in Loyalty economics, Podcast
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