Bain Fellow, Creator of Net Promoter, Board Member Rackspace and FirstSevice, speaker and author, latest book: The Ultimate Question 2.0
Joined May 2009
- Tweets 349
- Following 85
- Followers 2,250
- Likes 4
8 Photos and videos
22 Jun 2023
Grade inflation is undermining Net Promoter feedback—indeed all feedback.
This The Wall Street Journal article illuminates the problem—to which I propose a simple solution. Many providers now make it more difficult to provide any score less than 5-stars…lnkd.in/dZgijetW
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20 Jun 2023
I do love to see companies like Delta Air Lines delighting customers (with both digital and old-fashioned hand written solutions). lnkd.in/evKKFN9q
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16 Jun 2023
Discover the true potential of referrals and unlock the power of activating promoters to maximize your referral network by tuning in to Mention Me's "The Business of Customer Love" podcast. lnkd.in/es8wKT9u
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13 Jun 2023
Former Starbucks executive Howard Behar was a standout presenter a few years back at Bain's NPS Loyalty Forum. I learned so many things from him--including how heavily Starbucks relies on front line teams for innovations that delight customers. Now you…lnkd.in/gw7mCAvJ
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13 Jun 2023
Know anyone attending the Cannes Lions conference this week? Be sure they seek out members of the Bain & Company team that is attending.
They will be covering vital issues facing marketing and customer experience leaders, includ…lnkd.in/eRraS3nX lnkd.in/ejhNQzdF
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9 Jun 2023
My daughter Jenny Reichheld reminds us that financial accounting encourages short-termism and thwarts customer centricity.
She asked me an important question: what should leaders be measuring to ensure their organization is treating customers right - so…lnkd.in/eBDH-8NQ
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5 Jun 2023
The Wall Street Journal recently issued a timely warning about an upcoming surge in unfavorable profit-driven practices by hotels, car rental companies, and airlines during the summer season.
The following article details some of…lnkd.in/ezwH-KXa lnkd.in/epRFn9dE
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1 Jun 2023
Just got this text from my daughter Jenny Reichheld: “First time I have flown on Delta for a very long time. Super experience. They have really upped their game.”
The following article indicates that Delta Air Lines continues to s…lnkd.in/edpkyqen lnkd.in/eJbgV8A8
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30 May 2023
I was genuinely impressed by the innovative approach to NPS implemented by founder @ceoglenn at eXp World Holdings.
Unlike traditional usage of NPS as a mere judgmental metric that often leads to bureaucratic theater, Sanford leverages it to foster an e…lnkd.in/e4duRmuD
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19 May 2023
I recently had a compelling discussion with Josh Dornbrack and his Business Leader team regarding the significance of customer loyalty as the cornerstone of sustainable business success.
However, the scope of customer loyalty extends beyond mere repeat p…lnkd.in/epR7sbsY
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17 May 2023
I'm excited about the upcoming weekend in Orlando, Florida, where I'll be spending time with @ceoglenn and his team at eXp Realty.
During our pre-session, Glenn enlightened me on why NPS has become a crucial metric for maintaining…lnkd.in/eKeVFbvb lnkd.in/eXUg_fwX
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15 May 2023
I like how this Harvard Business Review article highlights that #customerexperience is everyone's responsibility. To ensure your organization delivers exceptional experiences, it's essential for everyone, including your tech team,…lnkd.in/gDrPxDnZ lnkd.in/g-VQ8vH4
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11 May 2023
Are these questions you ask yourself when serving your customers?
#cx #customerlove #customerloyalty #customerexperience #customercentricity #nps lnkd.in/e3ByfGWQ
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8 May 2023
I mostly agree with @JonPicoult's thoughtful assessment of the failure of First Republic Bank. He is right to point out that the bank's bet that the Federal Reserve would raise interest rates carefully turned out to be a bad bet (a…lnkd.in/eaZqFzAX lnkd.in/extW3MXQ
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4 May 2023
One of the things I really like about the following article is that the authors accurately refer to “credit card rewards programs” and avoid calling them “loyalty programs”. Loyalty is earned. Rewards schemes can be effective promo…lnkd.in/gTUkRG7a lnkd.in/gP7RJ_g7
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27 Apr 2023
I hope this Fortune article (below) is not hiding behind a paywall so that my readers can easily view it. Author Jeff Sonnenfeld penned a masterly consideration of whether great and innovative leaders also need to be jerks (think…lnkd.in/diS-TN24 lnkd.in/d732afmK
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27 Apr 2023
I believe all financial service executives (and their customers) should be aware of the new regulations in the UK requiring firms to act in the best interests of their customers. The following article clearly explains the challeng…lnkd.in/gHDK9GSg lnkd.in/gQug2QT8
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24 Apr 2023
Love is the state of caring so much for a person that
most of your own happiness from the relationship derives from increasing
that person’s happiness and well-being.
This kind of loving wisdom underpins the Golden Rule—“love thy neighbor
as thyself”—whi…lnkd.in/eCVtSaY4
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20 Apr 2023
I noticed an eye-catching statistic in this article: only 30% of customers believe that firms take action based on their feedback.
I wonder what percent of your customers feel this way? If your survey response rates are in the lo…lnkd.in/eFqmTsx8 lnkd.in/eYPEHYna
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