A collection of our best thinking on the Net Promoter System, Net Promoter ScoreSM, loyalty and customer experience.
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?
How to compile accurate, trustworthy scores week in and week out.
Just how valuable are your most valuable customers?
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.
Closing the loop is a central element of the Net Promoter System.
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.
What do you do when your customers love you but your results aren’t where they should be?
The key is enabling employees to get real-time feedback directly from customers.
How companies make systemic changes—and show employees they’re serious about customer centricity.
Regular get-togethers—often daily or weekly—are a critical element of the Net Promoter System.
Putting loyalty at the heart of the business requires executives who understand their job in a wholly new way.
It takes more than a CEO to create a customer-centric business.
Common questions and answers about a Net Promoter System’s central team.
Gritty, passionate executives are key to implementing a Net Promoter System effectively.
Net Promoter System empowers employees by teaching them the skills they need to generate loyalty and enthusiasm among customers.
Tying customer feedback to incentive pay often encourages the wrong behaviors.
Employee advocacy as the key to customer centricity.
A robust internal Net Promoter System can help service teams, such as IT and HR, support those who serve customers.
How companies can lay the foundation for employee advocacy.
Hiring empathetic, emotionally intelligent employees and putting them in a supportive environment is key to getting world-class results.
By building a culture around intrinsic motivation, your company can truly stand out as a customer leader.
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.
Learn how you are faring against the competition.
Creating a pilot or prototype is an essential part of designing a robust, scalable Net Promoter System.
The Net Promoter System can facilitate relationship-enhancing conversations.
Is your company achieving the full benefits of its customer advocacy effort?
Advanced analytics can predict when a customer is happy (or not)—and then help you take action.
A master class in how to build an organization grounded in customer loveLearn more