NPS Blog

Author Archives: Fred Reichheld

Why your customers break up with you

This article originally appeared on LinkedIn.  Recently a colleague’s son decided to cut the cord to his cable provider. He bought a Roku stick so he could stream movies and TV shows from Netflix, Hulu and others. He installed a … Continue reading

Paying it forward to customers

Companies can and should contribute to positive experiences in the world, and it’s good business practice to do so. The trickier question is how to foster a culture that achieves these aims without seeming cloying or artificial. We all know … Continue reading

Like your job? Thank your boss

This article originally appeared on LinkedIn. Your boss has a lot to do with whether you like your work. That may sound blindingly obvious, but surprisingly few companies treat direct supervisors and team leaders as the key to employee engagement. … Continue reading

Intelligent acts of kindness: Why it pays to be nice

This article originally appeared on LinkedIn.  I recently had to get a new cable box. Few companies can raise the ire of consumers like cable companies, with their DIY installation and sometimes weak service. As the rep at my cable … Continue reading

Why no one wants to take your survey

This article originally appeared on LinkedIn.  Of the hundreds of survey requests you receive each year, to how many do you respond? How many times has a store invited you to take an online survey for the chance to win … Continue reading

Who inspires you at work?

When it comes to keeping employees engaged, few people are as influential as direct supervisors. Makes sense, right? You’re more likely to enjoy your job if your boss pays attention to your work, gives you the right tools for the … Continue reading

The oldest, best measure of customer happiness

This article originally appeared on LinkedIn.  Customer service was simpler in the era before big box chains and online shopping. Back then, to delight his clients, a business owner simply needed to offer fair prices, convenient hours and honest advice. … Continue reading

LinkedIn readers share their “intelligent acts of kindness”

Earlier this month, I wrote a blog post on LinkedIn that praised the merits of “intelligent acts of kindness”—common-sense, low-cost gestures that really make a person’s day. These efforts are “intelligent” for businesses because they are thoughtful, practical, appropriate—and sustainable. At the end, … Continue reading

Inspiring loyalty through intelligent acts of kindness

Some executives think they need to resort to pricey incentives to cultivate loyalty among their customers. But often, all it takes is a common sense, low-cost gesture to brighten a customer’s day and inspire him or her to share the … Continue reading

One number that says it all

This blog post originally appeared on LinkedIn.  Analysts use many yardsticks to predict the direction of a company’s stock price—price-to-earnings ratios, dividend payout ratios, EBITDA and so on. Some are so complicated: Try calculating a company’s weighted average cost of … Continue reading

Your customers aren’t yours

This post originally appeared on LinkedIn.  In certain businesses with limited competition or long-term contracts, executives can easily delude themselves into thinking they have captive customers. They might even be partly right: Many of their customers may use their services … Continue reading

What does an angry customer cost?

This article originally appeared on LinkedIn.  The byproducts of happy clientele are obvious. Sales rise. Stores fill. Facebook “likes” stream in. These promoters recommend the companies they like to their friends. The cost of detractors—a company’s “haters”—is less clear to … Continue reading

Creating questionnaires that deliver answers

When we developed the Net Promoter Score, we knew it would only work if we made the underlying questionnaire simple, easy and fast. If your survey response rates are less than 40% for a consumer-focused company or less than 60% for … Continue reading

The ultimate symbol of customer happiness: a smile

Customer service was simpler in the era before big box chains and online shopping, but many important truths remain the same: High-quality service doesn’t have to cost a lot, and it starts with knowing your customers. In my latest blog … Continue reading

HubSpot Q&A: How savvy marketers use NPS

I recently spoke with HubSpot Chief Marketing Officer Mike Volpe about how marketers are using Net Promoter System to gauge brand sentiment and forge a deeper connection to other parts of their companies’ operations. We also talked about the changing … Continue reading