NPS Blog

Monthly Archives: January 2017

Podcast Short: The Outer Loop of the Net Promoter System

The Net Promoter System’s “outer loop” mechanism supports improvements that go beyond the individual or team. Its explicit purpose is to prioritize and support the kind of customer-friendly changes that employees and teams can’t make on their own. But there’s an … Continue reading

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Podcast: Tapping into Customers’ Deepest Needs

A lot of companies find themselves a situation in which their competitors are increasingly adding value to their products, while they’re struggling to figure out which features and services might move the needle with customers. The leaders of these companies … Continue reading

Podcast: Who Makes the Follow-Up Call?

Does the Net Promoter Score gauge a customer’s broader relationship with a company or just the customer’s most recent experience? Or both? Who should make follow-up calls to customers? I discuss these questions and more in this short episode of … Continue reading