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Category Archives: Author Q&A

Podcast: Answering Listeners’ Net Promoter System Questions

The Net Promoter Score is a simple measure, but building a process and culture that results in deep customer relationships can be very complex. In this episode, I answer listeners’ questions on everything from competitive benchmarks to best practices for following up … Continue reading

Medallia webinar replay: Harnessing the economics of customer loyalty

Loyalty leaders know how valuable their most valuable customers are. It’s a simple but powerful concept. In a webinar last week, I explained how companies can use loyalty economics to make investments that ultimately build loyalty and sustain growth. By … Continue reading

Medallia webinar: What are the economics of customer loyalty?

Doing right by your customers so that they stay loyal and share their experiences sounds intuitive. But what is it really worth? Many companies grapple with this question. After all, your best loyal customers stay longer, spend more, cost less … Continue reading

Giving a little, but getting a lot in return

In my latest blog post on LinkedIn, I look at two stories of customer service—one that made me shake my head in dismay and one that brought a smile to my face. In the first story, a company creates a … Continue reading

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Why bank customers are so disloyal (and why banks want to change that)

Last year, almost 40% of American customers bought at least one new product from a bank. Despite bankers’ intense focus on cross-selling, only half made that purchase from their primary bank. This pattern, more or less, was repeated in more … Continue reading

Why your banking experience is likely to get better

Banks are working hard to cultivate loyalty just to keep pace in an ultra-competitive market. In the process, they’re doing many things right, as I explain in my latest post on LinkedIn Pulse. They’re using technology to make easy transactions … Continue reading

The benchmark is dead! Long live the benchmark!

“Can you please provide benchmark Net Promoter Scores for psychoceramics companies operating or selling at the high end of the Mauritanian market?” Net Promoter practitioners love to talk about NPS benchmarks. They want to know how their companies measure up … Continue reading

Finding the opportunity in a broken chair

If you’ve ever had a job where you interacted directly with customers, you know how hard it can be to deal with someone who has had a bad experience. Frustrated customers engage in a range of behaviors, from mild protest … Continue reading

Can a company pay it forward?

This article originally appeared on LinkedIn. We’ve all heard of “paying it forward”—the idea that one thoughtful act on someone’s part can touch off a chain reaction of good deeds. I’ve posted before about how companies can get into the … Continue reading

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

Breaking down the “invisible fence”

Every company needs rules and traditions, but if left unchecked, restrictive policies can stymie creativity. They can give rise to what my next guest on the Net Promoter System podcast calls “invisible fence syndrome.” Like a dog that’s been zapped too … Continue reading

Dishing up real-time feedback for restaurants

I eat out in restaurants a lot. Objectively, it’s fair to say that I eat out too often, sometimes as many as 15 times a week. While I wouldn’t say that I’m a restaurant snob, I do pay attention to … 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

Lessons from students at the University of Phoenix

Higher education is undergoing dramatic change at every level. Traditional universities are facing pressure to attract the best students while they attempt to hold down tuition costs. Meanwhile, for-profit universities such as the University of Phoenix have grown dramatically in … Continue reading

Simple is as simple does

Is your company especially analytically oriented? We hear people describe their companies this way a lot, often as a way of explaining that nothing as simple as Net Promoter® could ever work in their company. They’re all engineers or accountants, … Continue reading