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 […]
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 […]
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 […]
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 […]
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 […]
