NPS Blog

The byproducts of happy clientele are obvious, but the cost of detractors is less clear to many business leaders. By the time their irritation is evident in traditional metrics—declining sales, failed product upgrades, defections to rivals—the cause of their discontent … Continue reading →

This post originally appeared on LinkedIn.  In the suburb where I live, people regularly demolish 4,000-square-foot homes just because they’re a little outdated, clearing the way for new 8,000-square-foot estates. Everything goes into the dumpster— all the flooring, drywall, window, … Continue reading →

Almost one-third of the 74,700 US consumers that Bain & Company surveyed for its latest global Customer Loyalty in Retail Banking report used smartphones or tablets for banking during the three months prior to the survey. That’s up from one-fifth of respondents … Continue reading →

This post originally appeared on LinkedIn.  Some executives don’t seem to care what their employees do to close a sale. Customers vote with their wallets, so buyers must have liked what they saw, right? Would those executives feel the same … Continue reading →

This post originally appeared on LinkedIn.  Long ago, one of my statistics professors in college cautioned me that statisticians tend to obsess about creating the highest R-squared. Inflating one’s R-squared might be just the ticket for getting your results published in … Continue reading →

This post originally appeared on LinkedIn.  Plenty of companies now understand that they need to turn more customers into promoters if they are to grow profitably. They also recognize that they can’t accomplish that goal unless front-line employees and supervisors are … Continue reading →

This post originally appeared on LinkedIn.  The Golden Rule—treat others as you would want to be treated—is a pillar of most of the world’s great religions. It lies at the heart of secular ethics. It is an expression of the basic … Continue reading →

Closing the loop is a central element of the Net Promoter system that Rob and I describe in our book. It signals to customers that their feedback actually produces results and brings that customer’s voice right inside the organization and allows … Continue reading →

This post originally appeared on LinkedIn.  The holidays are a prime time for stores to build loyal customers—or create detractors. Millions of shoppers are heading to their local malls these days, basking in holiday spirit as the late Andy Williams … Continue reading →

Companies love to use buzzwords like “stewardship” and “sustainability” in their public relations campaigns. But inside their walls, many treat their most precious assets as disposable: people. Maybe it’s time to rethink corporate responsibility and return to the fundamental idea that companies … Continue reading →

Millions of shoppers are heading to their local malls these days, basking in holiday spirit as the late Andy Williams croons “It’s the Most Wonderful Time of the Year” over the PA system. But some employees are probably ready to … Continue reading →

This post originally appeared on LinkedIn.  In a world where many customer interactions happen online, where human tellers and clerks have been replaced by ATMs and kiosks, where customers have tremendous price transparency at the click of a mouse, is … Continue reading →

Many stores are adopting a hurry-up offense for Black Friday this year and opening the evening of Thanksgiving Day, hoping to attract the most eager shoppers. Is opening earlier (and cutting into employees’ time with their families) the way to delight … Continue reading →

TD Bank trains customer-facing employees to satisfy any client requests that don’t violate the bank’s policies. Sometimes the company says yes before its customers can even ask the question, most recently by offering fee refunds to people affected by Hurricane … Continue reading →

Too many companies focus on maximizing short-term profits because they are a reliable metric for evaluating executives’ performance. But many companies would benefit from measuring how closely they follow the Golden Rule. As Net Promoter practitioners know, companies that delight their customers … Continue reading →