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Category Archives: Podcast

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

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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

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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

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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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Podcast: The 33 Qualities of Inspiring Leaders

The goal of the Net Promoter System is to create a culture that encourages employees to bring energy, enthusiasm and creativity to their jobs. Developing that kind of culture requires inspiring leaders. We’ve all seen those people who seem born to … Continue reading

Podcast Shorts: Huddles in the Net Promoter System

Huddles are short, interactive team meetings, usually 15 to 30 minutes. These regular get-togethers—often daily or weekly—are a critical element of the Net Promoter System. These meetings might be brief, but they reconnect employees to a company’s core mission. They reinforce their … Continue reading

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Podcast: Answering Listeners’ Net Promoter System Questions

The Net Promoter Score is a simple measure, but building a process and culture that results in deep customer relationships can be very complex. In this episode, I answer listeners’ questions on everything from competitive benchmarks to best practices for following up … Continue reading

Podcast Shorts: The Inner Loop of the Net Promoter System

The Net Promoter System has a mechanism called the inner loop that helps employees of all kinds get real-time feedback directly from customers. The feedback is usually positive—most employees do their job pretty well—so people typically become more engaged and … Continue reading