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Great leaders embrace a higher purpose to win. The Net Promoter System shines as their guiding star.Few management ideas have spread so far and wide as the Net Promoter System …
Most companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance -- for …
In a world where consumers expect more—instantly, seamlessly, and the way they want it—personalization is a strategic imperative.Research shows that the vast majority of consumers …
Hundreds of large organizations worldwide have used the groundbreaking Service Profit Chain to improve business performance. Now The Ownership Quotient reveals the next generation …
Business Models for Transforming Customer RelationshipsWhat if there were a way to turn occasional, sporadic transactions with customers into long-term, continuous …
Pork dorks. Craftsters. American Girl fans. Despite their different tastes, these eclectic diehards have a lot in common: they're obsessed about a specific brand, product, or …
Net Worth explains how businesses can benefit by forming new partnerships with customers in matters of information capture and privacy. Consumers are losing patience with companies …
Introducing "return on relationship" with your most valued customers The traditional model of growing your business--by relying on employees in sales, marketing, and product …
Time is limited. Attention is scarce. Are you engaging your customers?Apple Stores, Disney, LEGO, Starbucks. Do these names conjure up images of mere goods and services, or do they …