Welcome to the 37th article in my series on the Net Promoter Score and System. This is the last one in my extensive series based on my interpretation and use of the Bain Net Promoter System Framework. You can read all of the prior articles in the NPS series on our blog page here. Assessing […]
Welcome to the 36th article in my series on the Net Promoter Score and System. This time the subject is a tricky one: how to get and keep leadership commitment to customer experience work. These techniques have worked for me. I would love to hear what has worked for you. You can read all of […]
Welcome to the 35th article in my series on the Net Promoter Score and System. You can read all of the prior articles in the NPS series on our blog page here. The questions addressed here are about the true level of commitment of your leadership to improving customer loyalty and the associated mid-term financial […]
Welcome to the 34th article in my series on the Net Promoter Score and System. You can read all of the prior articles in the NPS series on our blog page here. Many companies have employee training and development processes. Here is how the Net Promoter System should be included in three common types of […]
Welcome to the 33rd article in my series on the Net Promoter Score and System. I want to introduce a new concept this time. I call it ceNPS and here is what it is about: Your employees have quite a bit of knowledge about your customers. Why not ask them what your customers want you […]
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 […]
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 […]
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 […]
Welcome to the 103rd Customer Strategy newsletter. The five topics this week are: More on the ‘warmth and competence’ model, after recent personal experiences Our books on list of ‘100 best customer experience books of all time’ Latest blog posts – Deep series on NPS continues Notable items from other sites – Freakonomics on […]
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 […]
