NPS Blog

Tag Archives: loyalty

Do your customers’ have a predominant personality?

In the latest Net Promoter System℠ podcast, I chat with Kelly Conway, CEO of Mattersight Corporation. Mattersight’s applications combine analysis of customer conversations with data about those customers—as well as other aspects of the relationship—in near-real time to help employees … Continue reading

Delighting bank customers one phone at a time

Almost one-third of the 74,700 US consumers that Bain & Company surveyed for its latest global Customer Loyalty in Retail Banking report used smartphones or tablets for banking during the three months prior to the survey. That’s up from one-fifth of respondents … Continue reading

NPS training that you’re likely to recommend

For every analytics system and measuring tool, there are twice as many conferences, seminars and certification programs promising to make you an expert in them. But sometimes these workshops are worth it. A user of Quora asked me what I … Continue reading

Can good service get lost in translation?

When your Net Promoter scores vary widely across countries, it’s natural to wonder if a cultural difference is to blame. Before you dismiss a discrepancy as beyond your control, it’s crucial to dig deeper and consider other factors. A user … Continue reading

How salespeople can destroy your business

This post originally appeared on LinkedIn.  Some executives don’t seem to care what their employees do to close a sale. Customers vote with their wallets, so buyers must have liked what they saw, right? Would those executives feel the same … Continue reading

Don’t try to satisfy your employees!

This post originally appeared on LinkedIn.  Plenty of companies now understand that they need to turn more customers into promoters if they are to grow profitably. They also recognize that they can’t accomplish that goal unless front-line employees and supervisors are … Continue reading

BlackBerry: NPS is “the real litmus test for us”

In a slick ad during Sunday’s Super Bowl, BlackBerry made it clear what its new Z10 smartphone can’t do: Set people on fire, turn human legs into an elephant’s and cause a careening tractor trailer to explode into a wave … Continue reading

Bruce Temkin: “Likelihood to recommend” tops customer experience measures

If you have even a passing interest in customer service analysis, you’ve probably heard of Bruce Temkin, co-founder of the Customer Experience Professional Association and managing partner of the Temkin Group, a customer experience research firm. Bruce’s company recently studied … Continue reading

A business where the ultimate goal is loyalty

Check out this item about a UK football (a.k.a. soccer) team—Birmingham City F.C. They are using Net Promoter to measure loyalty among first-time fans and attendees of corporate events. Loyalty is a pretty obvious element of any sports team’s business. … Continue reading

At call centers, a better measure of success

The traditional measure of success at many call centers is the average handling time (AHT), the amount of time it takes for an employee to address a customer’s problem. A short AHT quantifies how quickly the employee handled the issue, … Continue reading

The root cause of your customer’s anger

This post originally appeared on Forbes.  Do you know the root cause of your customers’ delights and annoyances ? It’s a critical question. If you don’t, you can’t give them more of what they love. And you may be tempted to offer … Continue reading

Instilling holiday spirit in harried retail employees

Millions of shoppers are heading to their local malls these days, basking in holiday spirit as the late Andy Williams croons “It’s the Most Wonderful Time of the Year” over the PA system. But some employees are probably ready to … Continue reading

The inventors’ delusion: Assuming everyone is just like you

Somewhere in a tech research a lab, an engineer is building what he considers to be the ultimate office gadget. He spent weeks designing the tool’s 65 features, which users can customize with a little programming. He’s sure it will … Continue reading

Is customer loyalty dead?

This post originally appeared on LinkedIn.  In a world where many customer interactions happen online, where human tellers and clerks have been replaced by ATMs and kiosks, where customers have tremendous price transparency at the click of a mouse, is … Continue reading

The one word that customers love to hear

TD Bank trains customer-facing employees to satisfy any client requests that don’t violate the bank’s policies. Sometimes the company says yes before its customers can even ask the question, most recently by offering fee refunds to people affected by Hurricane … Continue reading