NPS Blog

People often ask me why I got focused on customer loyalty, and why I am still so obsessed with it after three decades of studying the topic. The answer is easy; customer loyalty drives extraordinary financial results. What’s not easy … Continue reading →

Returning a rental car to the airport during a recent trip to Miami, I encountered an embarrassed rental agent who told me I’d be charged an extra half-day for being 35 minutes late with the car, plus a small fortune … Continue reading →

Last September, I played host to five CEOs who gathered to talk about what Net Promoter meant to them and to their companies. A video from that conversation is now available on the site, and it offers a rare chance … Continue reading →

This post originally appeared on Forbes.com. Happiness has been a hot topic in business lately and I’ve been delighted to see such a serious subject get the attention it deserves in the corner office. In the Jeffersonian tradition, the “pursuit … Continue reading →

We talk and write a lot about the economic benefits of Net Promoter. But in the newest video in our Behind the Quiet Revolution series, we talk about something more: how Net Promoter can help build, or restore, a personal … Continue reading →

Earlier this week, I visited the University of Toronto’s Rotman Business School for a speaking engagement hosted by Dean Roger Martin. While in Toronto, I was also invited for an interview on BNN, one of Canada’s leading business networks. Host … Continue reading →

The following post originally appeared on the Harvard Business Review Blog Network. Listen in on MBA classes and corporate conferences and you will hear a lot of talk about the need for inspiring missions, ethical behavior and transcendent purpose. And … Continue reading →

Rob Markey and I had the pleasure of speaking with Intuit CEO Brad Smith this week in preparation for our upcoming NPS CEO roundtable. (The roundtable will be taking place in late September, so keep an eye out for video … Continue reading →

I live in a suburb west of Boston where people regularly tear down perfectly good four-thousand–square-foot homes. They toss all the waste—wood paneling, flooring, windows, carpets, nails, and the kitchen sink—into the dumpster to be hauled off to the landfill. … Continue reading →

It is surprising how often I hear about Chick-fil-A from my friends, even though I live in Massachusetts where there are only a couple of Chick-fil-A restaurants. For example, I was sitting in Bain’s Boston headquarters with the partner team … Continue reading →