Are your surveys worth your customers’ time?
The following post originally appeared on the Harvard Business Review Blog Network. My personal e-mail inbox currently holds requests for feedback from twelve different companies: a couple of hotels,...
View ArticleA speed summary of The Ultimate Question 2.0
Paul Marsden, who blogs about using NPS in brand advocacy recently wrote a “speed summary” of The Ultimate Question 2.0. We thought he did a great job, so we asked him if we could reproduce it here:...
View ArticleMotivate employees to provide better service, not to beg
Keeping frontline employees in the loop about customer feedback is critical. But if you’re not careful, customer scores, rather than customer loyalty, can start to drive their behavior. You don’t want...
View ArticleHow Logitech fixed the mouse that roared
Check out this recent presentation from Logitech’s Bernard Gander describing how the company is using NPS to improve the customer experience. Gander focuses on how NPS alerted the company to flaws in...
View ArticleSurvey sabotage: Is your customer data misleading you?
This article originally appeared on Forbes.com. In this age of Yelp, Facebook and Twitter, consumer opinions have never been so powerful. While it’s easier than ever to find reviews and ratings,...
View ArticleTraining programs that pay off right away
One of the casualties of this slow-growing economy is training investment. Faced with weak revenue, many companies have pared down training programs to cut costs. But what many companies don’t realize...
View ArticleLet customers know you’re listening to them
Closing the loop is a central element of the Net Promoter system that Rob and I describe in our book. It signals to customers that their feedback actually produces results and brings that customer’s...
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Net Promoter in a picture
Check out this cool infographic on Net Promoter, created by Ambassador and posted on HubSpot by Pamela Vaughan. This infographic and the now famous Net Promoter on a napkin both illustrate, literally,...
View ArticleHubSpot Q&A: How savvy marketers use NPS
I recently spoke with HubSpot Chief Marketing Officer Mike Volpe about how marketers are using Net Promoter System to gauge brand sentiment and forge a deeper connection to other parts of their...
View ArticleOne number that says it all
This blog post originally appeared on LinkedIn. Analysts use many yardsticks to predict the direction of a company’s stock price—price-to-earnings ratios, dividend payout ratios, EBITDA and so on....
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Don’t sit on customer feedback
This article originally appeared on HBR.org. When you are driving a car, you get a steady stream of feedback from the road, from other drivers, from the dashboard gauges, and from the car itself. You...
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New podcast: Piloting change at Herman Miller
One of the biggest debates inside the Net Promoter community is about how many questions you should ask customers when you collect feedback. The fundamental issue is this: Should you try to include...
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Do your customers’ have a predominant personality?
In the latest Net Promoter System℠ podcast, I chat with Kelly Conway, CEO of Mattersight Corporation. Mattersight’s applications combine analysis of customer conversations with data about those...
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Technology that helps you close the loop
In our latest Net Promoter System℠ podcast, I speak with Borge Hald, CEO of Medallia. Medallia’s services help companies capture customer feedback, understand it in real time and take action to improve...
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Lessons from students at the University of Phoenix
Higher education is undergoing dramatic change at every level. Traditional universities are facing pressure to attract the best students while they attempt to hold down tuition costs. Meanwhile,...
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Closing the loop in the real world
Every now and then you hear about a company that gets it right. They listen to customer feedback. They act on it. Sort of gives you a warm, fuzzy feeling—except that you wish it wasn’t so unusual. The...
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Breaking down the “invisible fence”
Every company needs rules and traditions, but if left unchecked, restrictive policies can stymie creativity. They can give rise to what my next guest on the Net Promoter System podcast calls “invisible...
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Finding the opportunity in a broken chair
If you’ve ever had a job where you interacted directly with customers, you know how hard it can be to deal with someone who has had a bad experience. Frustrated customers engage in a range of...
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Scaling up or scoping out at Herman Miller
So you’ve run some closed-loop feedback pilots using the Net Promoter System. You’ve learned a few things. Now what do you do? That’s the question Pam Carpenter and Michael Ramirez face as they bring...
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The inner loop of the Net Promoter System: Connecting employees and customers...
One of the great ironies of modern business practices stems from the way traditional “voice of the customer” programs alienate employees from their customers. These programs generally deliver customer...
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