NPS Blog

Tag Archives: service

Airlines turn to NPS to cut customer turbulence

After irritating travelers with delays, oversold flights, baggage fees, dwindling amenities, poor communications and a host of other missteps, airlines are taking steps to earn back the loyalty of passengers. And several carriers use a Net Promoter system as their … Continue reading

Telstra’s Net Promoter system

A great example of a company’s leader using the Net Promoter system to develop a more customer-focused culture: Thodey has a way to go on customer satisfaction from the Australian newspaper The Age.      

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  In a world where many customer interactions happen online, where human tellers and clerks have been replaced by ATMs and kiosks, where customers have tremendous price transparency at the click of a mouse, is … Continue reading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

Calculating the economics of loyalty

This post originally appeared on Imagine that you run a chain of hotels. You know that amid all the guests who stay with you there is a group of star customers. They visit often. They never stay anywhere else … Continue reading

Give promoters a reason to stick around

Companies should never assume that promoters will always be promoters. Like all relationships, it takes time and energy to maintain a strong connection with customers. Promoters spend more on a company’s products over time and they’re less sensitive to price … Continue reading

Profits follow when you put people first

Too many companies focus on maximizing short-term profits because they are a reliable metric for evaluating executives’ performance. But many companies would benefit from measuring how closely they follow the Golden Rule. As Net Promoter practitioners know, companies that delight their customers … Continue reading

The crisis test of a company culture

This post originally appeared on LinkedIn.  My colleague and book co-author Rob Markey tells a great story about what a difference it makes when a company has engaged, passionate employees—people who really care about customers. Rob was on a cruise with his family just … Continue reading

Is your company hooked on bad profits?

This post originally appeared on LinkedIn.  Too many companies these days are addicted to bad profits. Bad profits choke a company’s growth. They blacken its reputation and make it vulnerable to competitors. The pursuit of bad profits alienates customers and … Continue reading

Pondering the power of engaged employees

Nothing tests a company’s culture like a crisis, whether it’s a natural disaster or a personal tragedy. In my latest post on LinkedIn, I look at how engaged employees can make all the difference when trouble strikes, using Rob’s positive … Continue reading

Can a company make you happy?

This post originally appeared on LinkedIn.  Happiness has become serious business. Harvard Business Review devoted an entire issue to happiness earlier this year. Britain’s Prime Minister sparked debate by suggesting the country measure its own happiness. Studies abound on who’s happier: conservatives or liberals, men or … Continue reading

Is your company hooked on bad profits?

In my latest post on LinkedIn, I look at how bad profits choke a company’s growth, blacken its reputation and make it vulnerable to competitors. Bad profits are profits earned at the expense of customer relationships, and they work much of … Continue reading