Insights

Recommended Reading

Recommended Reading

A collection of our best thinking on the Net Promoter System, Net Promoter ScoreSM, loyalty and customer experience.

Recommended Reading

Introducing the Net Promoter System

Introducing the Net Promoter System

Introducing the System

You've probably heard of Net Promoter Scores as a measure of loyalty. But do you know how the Net Promoter System can transform your business?

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Creating a Reliable Metric

How to compile accurate, trustworthy scores week in and week out.

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The Economics of Loyalty

Just how valuable are your most valuable customers?

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From Feedback to Action

The tight link between feedback and action is a key design element of Net Promoter System. The systems provide different kinds of feedback, and they encourage action at multiple levels of the organization.

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Closing the Loop

Closing the loop is a central element of the Net Promoter System.

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The Infrastructure

A good Net Promoter System delivers a ton of useful information about your customers’ experience—but only if you have the operational infrastructure to support it.

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Converting Loyalty into Advantage

What do you do when your customers love you but your results aren’t where they should be?

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The "Inner Loop"

The key is enabling employees to get real-time feedback directly from customers.

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The "Outer Loop"

How companies make systemic changes—and show employees they’re serious about customer centricity.

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The "Huddle"

Regular get-togethers—often daily or weekly—are a critical element of the Net Promoter System.

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Running the Net Promoter System

Running the Net Promoter System

Leading a Net Promoter System Company

Putting loyalty at the heart of the business requires executives who understand their job in a wholly new way.

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The Essential Role of a Customer Advocacy Office

It takes more than a CEO to create a customer-centric business.

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FAQs About the Customer Advocacy Office

Common questions and answers about a Net Promoter System’s central team.

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Who Should Run Your Net Promoter System?

Gritty, passionate executives are key to implementing a Net Promoter System effectively.

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Inspiring Your Employees

Inspiring Your Employees

The Keys To Effective Learning

Net Promoter System empowers employees by teaching them the skills they need to generate loyalty and enthusiasm among customers.

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Your Best Employees Work for Love, Not Money

Tying customer feedback to incentive pay often encourages the wrong behaviors.

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Energetic, Enthusiastic and Creative

Employee advocacy as the key to customer centricity.

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Applying the System to Internal Customers

A robust internal Net Promoter System can help service teams, such as IT and HR, support those who serve customers.

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The Journey to Employee Advocacy

How companies can lay the foundation for employee advocacy.

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Building a Customer-Focused Front Line

Hiring empathetic, emotionally intelligent employees and putting them in a supportive environment is key to getting world-class results.

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Rewards and Recognition

By building a culture around intrinsic motivation, your company can truly stand out as a customer leader.

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More on NPS

More on NPS

Developing a Root Cause Capability

Customers can always articulate what’s bothering them or what they most like about a company. But they don’t always know the full story behind their own feelings.

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The Benefits of a Competitive Benchmark Score

Learn how you are faring against the competition.

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The Value of Prototypes

Creating a pilot or prototype is an essential part of designing a robust, scalable Net Promoter System.

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Get Real Feedback From Your B2B Customers

The Net Promoter System can facilitate relationship-enhancing conversations.

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Assessing Your Net Promoter System

Is your company achieving the full benefits of its customer advocacy effort?

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The Future of Feedback

Advanced analytics can predict when a customer is happy (or not)—and then help you take action.

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Winning on Purpose

A master class in how to build an organization grounded in customer love

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