NPS Blog

Category Archives: Uncategorized

Podcast: What Really Motivates People

It’s a question just about every manager wrestles with: How do I get my employees to do what I want them to do? How do I get them to be more empathetic to customers? To take feedback and make meaningful … Continue reading

“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

Frugal Wow Redux: Eat Mor Chikin

It is surprising how often I hear about Chick-fil-A from my friends, even though I live in Massachusetts where there are only a couple of Chick-fil-A restaurants. For example, I was sitting in Bain’s Boston headquarters with the partner team … Continue reading