“Please fill out my survey, but only if it’s a 9 or 10.”
In the world of Net Promoter surveys, there are many ways you can intentionally or unintentionally game the system to engineer a higher...
Much of the discussion coming out of the Net Promoter® community focuses on what to do with Detractors after they’ve been identified among your customer base. Intuitively, this makes sense –...
Whether it’s the department store clerk asking me to rate my experience or a business partner seeking my feedback, it seems like every day I’m asked to...
The stress of dealing with unhappy customers – it’s something we all experience at some point. Some of the implications of this problem are obvious. Maybe you or members of your team are the...
There are several phrases commonly used to define customer churn: defection, attrition, termination. Regardless of what losing a customer is called in your company, it can be one of the most...
Pulse Conference Shows More Companies Are Focusing on Customer Success
Customer advisory boards – also known as client advisory councils – provide an ideal opportunity for you and your business leaders to gather insights on a range of issues affecting the customer...
The countdown has begun! In just a few days, we will be in beautiful Miami Beach for the 8th Annual Net Promoter® Customer Experience Conference. This year also marks our second consecutive year of...
Congratulations! You’ve just received the final results of your Net Promoter Score® (NPS) survey and the results are quite good. Perhaps your NPS survey was conducted by an independent, third party,...
The Net Promoter® System has been adopted by thousands of companies worldwide. One of the most frequently asked questions by businesses that have implemented Net Promoter is, “Should we publish our...
