What is it like to lead a culture of loyalty? In this series of videos, executives who have installed full Net Promoter systems discuss their company's journey of cultural change and the growth and results it has generated.
Vanguard’s systematic effort to turn customer “moments of truth” into magical moments.
How TD Bank turned "wowing the customer" into a science.
Behind CEO Tony Hsieh's innovative leadership, Zappos leverages NPS to connect service to profit. Watch the video
In the competitive managed hosting space, Rackspace has achieved explosive growth. CEO Lanham Napier says "NPS is an easy, unifying, one number...that lets me know where we stand with the customer. It is the first thing I look at every day."
By always "doing the right thing," whether it’s helping a client understand a loan agreement or fixing a customer’s botched wire transfer, Schwab built a loyal clientele and stirred passion among its employees.
Group Chairman David Speakman has grown Travel Counsellors' business through the recession by applying a relationship-based approach to a transactional industry. "NPS helps us build our business...it is a good measure of how you look after people."
This video is available for download. Please contact Thorp Foster for licensing information.
Several of these videos are available for download for a modest licensing fee. For information about licensing videos, please
contact Thorp Foster
Sign up for our email newsletter, Loyalty Insights, for a step-by-step guide to installing a Net Promoter® system at your company
The danger of dismissing a dissatisfied customer
Airlines turn to NPS to cut customer turbulence
The most toxic kind of corporate “waste”
Telstra’s Net Promoter system
The growing popularity of employee NPS
