NPS Blog

Monthly Archives: June 2017

Does Your Rewards Program Inspire Loyalty?

Consumers love rewards programs. But do these programs actually build loyalty? I would argue that many don’t—either because the program has become too superficial to engender true loyalty or because it pays customers extra for behavior that would occur anyway. In … Continue reading

Podcast Shorts: What It Takes to Maintain Customer Intimacy at Scale

In the old days, shop owners were on a first-name basis with their customers. Of course, the owners cultivated these relationships within their communities for years, allowing for the intimacy that so many companies aspire to today. It’s tough to … Continue reading