NPS Blog

Category Archives: Interaction prioritization

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

Podcast: The Secret to Happier Customers? Think Simple and Digital

Telecom executives are under pressure from their customers, shareholders and other stakeholders to become more digital, to exploit the new technologies and opportunities that will enable them to deliver more services and operate more efficiently. Some companies approach their digital … Continue reading

Does Your Rewards Program Inspire Loyalty?

Consumers love rewards programs. But do these programs actually build loyalty? I would argue that many don’t—either because the program has become too superficial to engender true loyalty or because it pays customers extra for behavior that would occur anyway. In … Continue reading

Podcast Shorts: What It Takes to Maintain Customer Intimacy at Scale

In the old days, shop owners were on a first-name basis with their customers. Of course, the owners cultivated these relationships within their communities for years, allowing for the intimacy that so many companies aspire to today. It’s tough to … Continue reading

Podcast: Mining the Big Data Opportunity in Customer Loyalty

If you’re an angry customer, the last thing you want is another generic offer from the company that has raised your ire. These missteps can irreparably damage a relationship. But companies that know how to collect, analyze and act on … Continue reading

Podcast: The Science Behind Clicking “Buy” with Jonathan Levav

Do you shop online differently if the purchase involves clicking buttons vs. dragging an item into cart? Does a product search feel more fulfilling if it forces you to scroll through a vast trove of options? Do your survey responses … Continue reading

Podcast: Why Front-Line Obsession Is Critical to Growth

Steve Jobs. Charles Schwab. Howard Schultz. They all spotted an unmet customer need and made it their mission to meet it. They also founded iconic companies that started out as disruptors only to struggle as bureaucracy and distraction set in. … Continue reading

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