Customer experience strategy blog - NPS, customer loyalty, implmentation

September 28, 2019

NPS (32) – Employee Net Promoter Score (eNPS) – 32nd article in a series on the Net Promoter System®

Maurice FitzGerald / Blog, Employee Satisfaction, Net Promoter System, NPS / Customer Experience, employee satisfaction, eNPS, Net Promoter System, NPS, strategy /

Welcome to the 32nd article in my series on the Net Promoter Score and System. This time the subject is a variation on the Net Promoter Score: the Employee Net Promoter Score or NPS. Bain revised the initial concept just under two years ago so some of what follows may be new to you. You […]

September 23, 2019

NPS (31) – Does employee happiness matter? – 31st article in a series on the Net Promoter System®

Maurice FitzGerald / Blog, Customer Satisfaction, Employee Satisfaction, Net Promoter System, NPS / Customer Experience, employee satisfaction, Net Promoter System, NPS, strategy /

Welcome to the 31st article in my series on the Net Promoter Score and System. This time I dig into the question of the relationship between employee and customer satisfaction. The answer is not what most people believe. While this series is about the Net Promoter Score, I have used American Customer Satisfaction Index data […]

September 16, 2019

NPS (30) – Evaluating text analytics software – 30th article in a series on the Net Promoter System®

Maurice FitzGerald / Blog, Net Promoter System, NPS / Customer Experience, infrastructure, Net Promoter System, NPS, strategy, Surveys, text analytics /

Welcome to the 30th article in my series on the Net Promoter Score and System. This is by far the longest and deepest of the set. It includes an example of a real-world analysis and selection done a couple of years ago. The focus was free software, including software that had free trial versions. My […]

September 9, 2019

NPS (29) – The research / survey infrastructure you need – 29th article in a series on the Net Promoter System®

Maurice FitzGerald / Blog, Net Promoter System, NPS / Customer Experience, infrastructure, marketing, Net Promoter System, NPS, strategy /

Welcome to the 29th article in my series on the Net Promoter Score and System. What follows below is my advice about the survey infrastructure you need to be successful. You can read all of the prior articles on our blog page here. Unless yours is a very small company, you will not be able […]

Operational and analytic infrastructure 800

September 4, 2019

NPS (28) – The team(s) and tools you need to be successful – 28th article in a series on the Net Promoter System®

Maurice FitzGerald / Blog, Net Promoter System, NPS / Complaints, Customer Experience, marketing, Net Promoter System, NPS, strategy /

Welcome to the 28th article in my series on the Net Promoter Score and System. This time I introduce the part of the Net Promoter System framework that is called the ‘Robust Operational and Analytic Infrastructure’, and go on to provide some suggestions about the team or teams you need to be successful. You can […]

September 1, 2019

NPS (27) – How not to deal with a Detractor (Nike and me) – 27th article in a series on the Net Promoter System®

Maurice FitzGerald / Blog, Net Promoter System, NPS / Customer Experience, marketing, Net Promoter System, Nike, NPS, strategy /

Welcome to the 27th article in my series on the Net Promoter Score and System. You can read all of the prior articles on our blog page here. Nike and Lululemon are probably the two most respected and recommended sports clothing brands as I write this. What I want to relate is what goes wrong […]

August 29, 2019

NPS (26) – Activating Promoters (so they really do recommend you) – 26th article in a series on the Net Promoter System®

Maurice FitzGerald / Blog, Net Promoter System, NPS / Customer Experience, marketing, Net Promoter System, NPS, strategy, Tesla /

Welcome to the 26th article in my series on the Net Promoter Score and System. This time the subject is money! We are talking about the Net Promoter System. The key word here is ‘Promoter’. Read on… You can read all of the prior articles on our blog page here. So, you have identified a […]

August 23, 2019

NPS (25) – The Outer Loop and the Huddle – 25th article in a series on the Net Promoter System®

Maurice FitzGerald / Blog, Net Promoter System, NPS / Customer Experience, marketing, Net Promoter System, NPS, strategy, Virgin Atlantic /

Welcome to the 25th article in my series on the Net Promoter Score and System. The subjects this time are the Outer Loop and the Huddle. You can read all of the articles here. The Outer Loop is where generic, systematic improvement opportunities get addressed. There are two types of Outer Loop activities: The first […]

August 19, 2019

NPS (24) – The Inner Loop – 24th article in a series on the Net Promoter System®

Maurice FitzGerald / Blog, Net Promoter System, NPS / Customer Experience, marketing, Net Promoter System, NPS, strategy, Virgin Atlantic /

Welcome to the 24th article in my series on the Net Promoter Score and System. The subject this time is the Inner Loop; the process for quickly addressing the concerns of individual customers. The ‘class issues’ that affect whole categories of situations and customers will be covered next time, in my article on the Outer […]

August 17, 2019

NPS (23) The heart of the Net Promoter System (1-minute read) – 23rd article in a series on the Net Promoter System®

Maurice FitzGerald / Blog, NPS / Customer Experience, Net Promoter System, NPS /

Welcome to the 23rd article in my series on the Net Promoter Score and System. This post is the shortest of all. I decided to separate it from the text I have written about the Inner Loop (which will now be the next article) for the sake of clarity. Over the last few years I […]