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
Mar 23, 2017
One of the great philosophers said that a person who sets out to be happy probably won't achieve his goal. On the other hand, if a person sets out to help others and make the world a better place, he will probably end up happy.
The same logic applies to companies that set the vague goal of maximizing shareholder value,...
Mar 16, 2017
By focusing on a single question, the Net Promoter System eliminates unnecessary complexity. Rob Markey and Fred Reichheld, inventor of the Net Promoter Score, explain the origins of the "likelihood to recommend" question.
Mar 2, 2017
Steve Jobs. Charles Schwab. Howard Schultz. They all spotted an unmet customer need and made it their mission to meet it. They also founded iconic companies that started out as disruptors only to struggle as bureaucracy and distraction set in. In each case, it took the founder’s return to get the company back...