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."
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Simple acts, such as receiving clients' packages, help FirstService Residential build relationships.
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.
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