NPS Blog

Category Archives: Closed loop

Immediately sharing customer feedback with employees, and responding directly to individual customers to take action on their concerns (and delights). This is the single most important element of a meaningful Net Promoter system.

Podcast Shorts: The Story Behind the Smiley Face

Long before social media and online surveys, shopkeepers relied on a simple measure of customer sentiment: whether their customers were smiling. In this short episode, Fred Reichheld and I share the story behind the Net Promoter System’s signature smiley face icons, and … Continue reading

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Podcast: Who Makes the Follow-Up Call?

Does the Net Promoter Score gauge a customer’s broader relationship with a company or just the customer’s most recent experience? Or both? Who should make follow-up calls to customers? I discuss these questions and more in this short episode of … Continue reading

Podcast Shorts: Closing the Loop in the Net Promoter System

To close the loop is not only to let customers know that you have heard their feedback but also to bring the customer’s voice right inside the organization. Employees get a direct line to the people they are serving. They … Continue reading

Podcast: When Customers Speak Their Minds

A number rarely tells the whole story. That’s why leading Net Promoter companies ask customers to discuss their experiences in their own words. Bain Fellow Fred Reichheld returns to the podcast to talk about the shortcomings of multiple-choice surveys, the … Continue reading

The inner loop of the Net Promoter System: Connecting employees and customers every day

One of the great ironies of modern business practices stems from the way traditional “voice of the customer” programs alienate employees from their customers. These programs generally deliver customer feedback to employees in the form of statistics and reports several … Continue reading

Scaling up or scoping out at Herman Miller

So you’ve run some closed-loop feedback pilots using the Net Promoter System. You’ve learned a few things. Now what do you do? That’s the question Pam Carpenter and Michael Ramirez face as they bring Net Promoter to Herman Miller. We’ve … 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

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

Closing the loop in the real world

Every now and then you hear about a company that gets it right. They listen to customer feedback. They act on it. Sort of gives you a warm, fuzzy feeling—except that you wish it wasn’t so unusual. The other day, … Continue reading

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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

Technology that helps you close the loop

In our latest Net Promoter System℠ podcast, I speak with Borge Hald, CEO of Medallia. Medallia’s services help companies capture customer feedback, understand it in real time and take action to improve the customer experience. The company’s software powers closed-loop … Continue reading

Do your customers’ have a predominant personality?

In the latest Net Promoter System℠ podcast, I chat with Kelly Conway, CEO of Mattersight Corporation. Mattersight’s applications combine analysis of customer conversations with data about those customers—as well as other aspects of the relationship—in near-real time to help employees … Continue reading

Piloting change at Herman Miller

One of the biggest debates inside the Net Promoter community is about how many questions you should ask customers when you collect feedback. The fundamental issue is this: Should you try to include multiple-choice questions so you can do fast … Continue reading

Don’t sit on customer feedback

This article originally appeared on HBR.org.  When you are driving a car, you get a steady stream of feedback from the road, from other drivers, from the dashboard gauges, and from the car itself. You know how to interpret 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