NPS Blog

Category Archives: Interaction prioritization

The customer touch points you focus on once you understand the loyalty economics of your customer segments.

An Open Letter to Telcos: Simplify Before Your Customers Hang Up

Telecom carriers are in a unique position to delight customers at every turn, and many are not taking advantage of that opportunity. After all, people use their phones for everything. Consumers surveyed by Bain last year said they would miss … Continue reading

Podcast: Inside the Four Seasons Approach to Five-Star Service

Hotels didn’t always give out free toiletries. It wasn’t until the 1970s, when a Four Seasons hotel in London first started offering shampoo in showers that other hotels started following suit. And Four Seasons has been setting high standards for … Continue reading

Podcast: The Art of Human Connection

Some people have a knack for forming genuine human connections whether it’s with customers, colleagues or employees. They have a gift for making people feel special. The ability to speak with authenticity and authority might come natural to some people. … Continue reading

Great Customer Experience Requires More Than Just a Script and a Score

A version of this blog post originally appeared on CX Cafe. It was the eighth week in a row checking into the same hotel in downtown Philadelphia. I recognized the attendant behind the preferred status check-in counter—he had checked me … Continue reading

Podcast: What Makes Customers Buy? It’s Not Always What You Think

In the US, we’re used to seeing sale signs that tout 40% discounts. However, consumers in China are more likely to see signs that promote the percentage a customer will have to pay after the price cut. This seemingly subtle … Continue reading

The Financial Fact Founders Can’t Forget

Unlike professional business managers at many incumbent companies, company founders can never forget this simple fact: Revenue doesn’t come from thin air; it comes from customers. This way of thinking, it turns out, is essential to sustainable, profitable growth. In … Continue reading

How Bonobos designed a tailored shopping experience

I used to think Internet stores were just about the last place I’d go if I wanted to buy a pair of pants. It’s hard enough to find a pair of jeans or other casual pants that flatter my slightly-less-than-perfect … Continue reading

Think like a customer, not like a CEO

For every service superstar I know in business, I can think of another formerly promising company that lost sight of the customer. These once-innovative firms typically start out as rebels in their industries, bucking the status quo with a new … Continue reading

A rising Net Promoter tide can lift all boats (or sink some)

Fred Reichheld believes that companies are getting better at listening to customers. In a recent LinkedIn blog post, he describes how customer feedback is a guiding force at Uber, Harry’s and Airbnb. I’m sure many read the blog post and … Continue reading

Power to the customer: How E.ON became more customer centric

True monopolies don’t worry about customer loyalty. If you don’t have competitors, you don’t need to invest in service, innovation or branding. You can also charge monopoly prices and fees. Take the energy sector. In most countries, monopolies supplied energy … Continue reading

“I will stand for the customer”: Former Telstra CEO David Thodey’s Net Promoter journey

Think of a company so universally hated that merely saying its name invokes groans and sympathy. That was Telstra just eight years ago. In 2007, Australian daily The Age published a column titled “Why We All Hate Telstra.” It chronicled … Continue reading

Keeping doctors engaged amid radical shifts in healthcare

Given how little time your doctor spends with you during an appointment, don’t you want yours to be fully engaged when you’re on the examining table? I know I do. So I had both personal and professional reasons to take … Continue reading

At Disney, the show must go on

Imagine that 20 million people depend on you to create a magical vacation experience for their family every year. Imagine leading 40,000 employees operating four theme parks and 20 resort hotels spread over an area larger than the city of … Continue reading

Knowing when an interaction needs a human touch

Banks, retailers, and companies in just about every industry are expanding their online and mobile tools and finding new ways to serve customers through screens rather than at a counter. Without a doubt, a strong digital presence is critical to … Continue reading

Taking the temperature of temps: Building relationships that last (even if they’re not meant to) at Elwood Staffing

When you decide to use temporary employees to fill a role in your company, you generally do it because you don’t want the burden or expense of bringing someone onto the payroll permanently, right? Temp jobs are typically transitory, often … Continue reading

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