NPS Blog

Tag Archives: podcast

Letting feedback speak for itself

Suppose I’m a customer of yours. You and I have recently interacted. I was a little disappointed in how you served me and my company. I have some feedback about my experience―how it made me feel and what I think … Continue reading

Scaling up or scoping out at Herman Miller

So you’ve run some closed-loop feedback pilots using the Net Promoter System. You’ve learned a few things. Now what do you do? That’s the question Pam Carpenter and Michael Ramirez face as they bring Net Promoter to Herman Miller. We’ve … Continue reading

The benchmark is dead! Long live the benchmark!

“Can you please provide benchmark Net Promoter Scores for psychoceramics companies operating or selling at the high end of the Mauritanian market?” Net Promoter practitioners love to talk about NPS benchmarks. They want to know how their companies measure up … Continue reading

Finding the opportunity in a broken chair

If you’ve ever had a job where you interacted directly with customers, you know how hard it can be to deal with someone who has had a bad experience. Frustrated customers engage in a range of behaviors, from mild protest … Continue reading

Breaking down the “invisible fence”

Every company needs rules and traditions, but if left unchecked, restrictive policies can stymie creativity. They can give rise to what my next guest on the Net Promoter System podcast calls “invisible fence syndrome.” Like a dog that’s been zapped too … Continue reading

Lessons from students at the University of Phoenix

Higher education is undergoing dramatic change at every level. Traditional universities are facing pressure to attract the best students while they attempt to hold down tuition costs. Meanwhile, for-profit universities such as the University of Phoenix have grown dramatically in … Continue reading

Simple is as simple does

Is your company especially analytically oriented? We hear people describe their companies this way a lot, often as a way of explaining that nothing as simple as Net Promoter® could ever work in their company. They’re all engineers or accountants, … Continue reading

Technology that helps you close the loop

In our latest Net Promoter System℠ podcast, I speak with Borge Hald, CEO of Medallia. Medallia’s services help companies capture customer feedback, understand it in real time and take action to improve the customer experience. The company’s software powers closed-loop … Continue reading

The problem with pasta on a plane

It’s a long flight from the US to Singapore, where Bain recently held its fourth annual Asia-Pacific Loyalty Forum. And as it happens, on that trip, one of the attendees of the Forum had an experience that illustrates an important … Continue reading

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

Piloting change at Herman Miller

One of the biggest debates inside the Net Promoter community is about how many questions you should ask customers when you collect feedback. The fundamental issue is this: Should you try to include multiple-choice questions so you can do fast … Continue reading

Introducing the Net Promoter System podcast

We’re always looking for new ways to help Net Promoter System practitioners around the world share their experiences as they try to build loyalty inside and outside their organizations. We recently launched a podcast on iTunes, in which I talk … Continue reading