NPS Blog

Category Archives: Outer loop

Podcast: Going to Extremes for Customers, with Sarah Robb O’Hagan

When faced with a scrappy challenger, it’s not hard for established brands to lose sight of their core customers, especially if they’re in a highly competitive market. These situations can arise when an established brand starts to lose market share to … Continue reading

Podcast Short: The Outer Loop of the Net Promoter System

The Net Promoter System’s “outer loop” mechanism supports improvements that go beyond the individual or team. Its explicit purpose is to prioritize and support the kind of customer-friendly changes that employees and teams can’t make on their own. But there’s an … Continue reading

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“It’s got to pervade every part of your decision making”—How Telstra built a culture of customer advocacy

Last week, on the Net Promoter System Podcast, former Telstra CEO David Thodey shared the story of the Australian telco’s dramatic transformation from the most hated company to the most respected service provider. In the second half of our discussion, … Continue reading

Five keys to successful innovation (Hint: Start with customers)

There’s no shortage of advice available on how to innovate more effectively. The reason is simple: Innovation fuels growth. Net Promoter companies know that if you want to earn your customers’ enthusiastic advocacy, you’d better innovate. It takes an innovative … Continue reading

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The three qualities of the Net Promoter System’s “outer loop”: Answering the call for culture change at AT&T

“We have over 5,000 customer experience initiatives currently in flight across the organization. I know two or three of them are probably going to be really high impact. I also suspect that while most of them are really good things … Continue reading

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