Fifty years ago, few people could have guessed some of today's most common habits. Habits like having a mobile phone within arm's reach at all times; checking Facebook or email multiple times an hour, or calling an Uber instead of a cab. All companies dream of inspiring such new and compelling habits in their customers, but few manage to achieve it. Nir Eyal, author of Hooked: How to Build Habit-Forming Products, shares his theories on what sets these products apart.
The Net Promoter System is simple in concept, but adopting it can be a cataclysmic event for an organization. From asking frontline employees to reach out to customers to asking finance to manage new metrics, turning Net Promoter into tangible results typically requires significant culture change. Bain Partners Andreas Dullweber, Jason Barro and Maureen Burns discuss some of the biggest hurdles they encounter as they help companies build customer-centric cultures.