Jun 8, 2017
In the old days, shop owners were on a first-name basis with their customers. Of course, the owners cultivated these relationships within their communities for years, allowing for the intimacy that so many companies aspire to today.
It's tough to achieve—top leaders often drift further away from the front lines as a...
May 18, 2017
If you're an angry customer, the last thing you want is another generic offer from the company that has raised your ire. These missteps can irreparably damage a relationship.
But companies that know how to collect, analyze and act on customer data will learn to avoid these situations, says my colleague Tom Springer,...
Apr 27, 2017
Employees who are sincerely happy almost always provide a better customer experience. But what can companies do to make a meaningful difference in how employees feel about their work?
Apr 13, 2017
Long before social media and online surveys, shopkeepers relied on a simple measure of customer sentiment: whether their customers were smiling.
In this short episode, Fred Reichheld and Rob Markey share the story behind the Net Promoter System's signature smiley face icons, and discuss how one number can become a...
Apr 6, 2017
Do you shop online differently if the purchase involves clicking buttons vs. dragging an item into cart? Does a product search feel more fulfilling if it forces you to scroll through a vast trove of options? Do your survey responses change if the scale starts on the left or the right?
These are the questions that