For practitioners in the field of customer experience, Net Promoter Score is likely a program you manage for your firm. These articles show how to improve Net Promoter Score in a practical and effective way, with leading practices from the most beloved NPS companies.

Among other philosophical questions you've pondered, I'm sure you've also asked yourself "How to Game the Net Promoter Score?". Well, I'm here to

Mobilizing an entire organization to a single number, such is the benefit of the Net Promoter Score. But, doing so can be misleading and can lead to

I recently decided to try my hand at marketing. No, I'm not a marketer - I don't even claim to profess to know anything at all about the topic.

A few weekends ago, my wife and I went to Macaroni Grill for dinner. We had a great server who was funny, helpful, and courteous. After looking at the

This article explains the heart of any Net Promoter Program: The Net Promoter Score Feedback Loop. The Net Promoter Score (NPS) is a metric that

Net Promoter Score Six Sigma are two methodologies that fit perfectly together. One is meant to measure customer loyalty by identifying the sources of

The Irony of the Qwest Customer Service NPS Loyalty Program. I'm considered "Mass Market". Let me explain. I received an email recently from

Goodbye Customer. There are reasons customers leave. That is sometimes what we say, without knowing the full costs and burden that proposition

Customer Service Retention Example - A Chance for Redemption is an article about my experience at Home Depot - what they did to respond to my