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Category Archives: Podcast

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: A Little Praise Goes a Long Way, Says Shawn Achor

Employees who are sincerely happy almost always provide a better customer experience. But what can companies do to make a meaningful difference in how employees feel about their work? Shawn Achor, The New York Times best-selling author of The Happiness Advantage and Before … Continue reading

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

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: The Tricky Thing About Shareholder Value

One of the great philosophers said that a person who sets out to be happy probably won’t achieve his goal. On the other hand, if a person sets out to help others and make the world a better place, he … Continue reading

Podcast Shorts: Asking the Right Question

People like to ask about the significance of the likelihood-to-recommend question—”how likely would you be to recommend a product or service to a friend?”— and why it was chosen over others. The answer is simple: It offered the best prediction of … 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

Podcast Short: Going Beyond Statistics

When it comes to surveys and statistics, it’s easy to get mired in models and analysis. Perhaps you have a rich tranche of customer data and you know you’ll find a critical new insight if you could devote a team … Continue reading

Podcast: Big Lessons in Culture from a Mat Manufacturer

My work brings me in contact with many interesting businesses. But one stood out to me recently, not for what it makes—industrial floor mats—but how it makes them. Millennium Mat has developed a unique culture in which employees make production … Continue reading

Podcast: What Is a Customer Worth?

Large companies tend to focus on traditional financial forecasts—earnings estimates, sales targets and so forth. After all, it’s how the market measures their value and whether they’re worthy of investment. The intense pressures to meet these goals can cause some … 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

Podcast: Tapping into Customers’ Deepest Needs

A lot of companies find themselves a situation in which their competitors are increasingly adding value to their products, while they’re struggling to figure out which features and services might move the needle with customers. The leaders of these companies … Continue reading

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: What’s in a Scale? More Questions from Listeners

Why does the Net Promoter scale go from zero to 10? Why is passive not the same as neutral? How do I find a competitive benchmark for my industry? In this episode of the Net Promoter System Podcast, I answer … Continue reading

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