How salespeople can destroy your business
This post originally appeared on LinkedIn. Some executives don’t seem to care what their employees do to close a sale. Customers vote with their wallets, so buyers must have liked what they saw,...
View ArticleDelighting bank customers one phone at a time
Almost one-third of the 74,700 US consumers that Bain & Company surveyed for its latest global Customer Loyalty in Retail Banking report used smartphones or tablets for banking during the three...
View ArticleThe most toxic kind of corporate “waste”
This post originally appeared on LinkedIn. In the suburb where I live, people regularly demolish 4,000-square-foot homes just because they’re a little outdated, clearing the way for new...
View ArticleClik here to view.
Never take your customers for granted
In certain businesses with limited competition or long-term contracts, executives can easily delude themselves into thinking they have captive customers. That is, until a major disruptive trend...
View ArticleOne number, but many answers
When we developed the Net Promoter Score, the goal was to cut through the numbers noise and provide a truly useful metric for companies. Its power would lie in its ability to improve service quickly as...
View ArticleClik here to view.
The ultimate symbol of customer happiness: a smile
Customer service was simpler in the era before big box chains and online shopping, but many important truths remain the same: High-quality service doesn’t have to cost a lot, and it starts with knowing...
View ArticleClik here to view.
Creating questionnaires that deliver answers
When we developed the Net Promoter Score, we knew it would only work if we made the underlying questionnaire simple, easy and fast. If your survey response rates are less than 40% for a...
View ArticleClik here to view.
Your customers aren’t yours
This post originally appeared on LinkedIn. In certain businesses with limited competition or long-term contracts, executives can easily delude themselves into thinking they have captive customers....
View ArticleDon’t try to satisfy your employees!
This post originally appeared on LinkedIn. Plenty of companies now understand that they need to turn more customers into promoters if they are to grow profitably. They also recognize that they can’t...
View ArticleNumbers count, but feelings come first
This post originally appeared on LinkedIn. Long ago, one of my statistics professors in college cautioned me that statisticians tend to obsess about creating the highest R-squared. Inflating one’s...
View Article
