BlackBerry: NPS is “the real litmus test for us”
In a slick ad during Sunday’s Super Bowl, BlackBerry made it clear what its new Z10 smartphone can’t do: Set people on fire, turn human legs into an elephant’s and cause a careening tractor trailer to...
View ArticleWhy Cornell asks alumni the ultimate question
Cornell University holds 1,400 events a year for alumni, parents and friends—one every six hours. These events cost millions of dollars and require a considerable effort to plan. But do they help the...
View ArticleWith customer service, sometimes no answer is your answer
How valuable is your Net Promoter® score if only 2% of your customers took the survey? It’s a fair question with a simple answer. A user of the social network Quora, which has a vibrant NPS community,...
View ArticleAre people talking about your brand? One good way to find out
The Net Promoter system is a natural fit for service companies, but what about consumer goods, such as cereal and shoes? A user of the social network Quora asked whether the question “How likely are...
View ArticleCan good service get lost in translation?
When your Net Promoter scores vary widely across countries, it’s natural to wonder if a cultural difference is to blame. Before you dismiss a discrepancy as beyond your control, it’s crucial to dig...
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NPS training that you’re likely to recommend
For every analytics system and measuring tool, there are twice as many conferences, seminars and certification programs promising to make you an expert in them. But sometimes these workshops are worth...
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The growing popularity of employee NPS
Employees who feel real enthusiasm generally find creative ways to make their customers’ lives better and earn their deep loyalty. It’s a concept we’ve been working on for several years. In the latest...
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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....
View ArticleThe most toxic kind of corporate “waste”
This post originally appeared on LinkedIn. In the suburb where I live, people regularly demolish 4,000-square-foot homes just because they’re a little outdated, clearing the way for new...
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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...
View ArticleLessons from long-time loyalty leaders
In our latest podcast, we bring you a conversation with two deeply experienced loyalty leaders, Linda Verba and Brian Andrews. Linda Verba is the EVP of Retail Operations and Service Recognition at TD...
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