The Blog

When MozLand's service melted down, the temptation was to spin, downplay or hide. They didn't. Their public apology is a textbook example of service recovery done in the open. Here are the six things they got right, and what to copy the next time something blows up on your watch.

Two companies, two service crises, two very different responses. Buffer's hack and Crazy Domains' outage are a real-world A/B test in how to do service recovery — one a masterclass, the other a cautionary tale. Here's exactly what each did, side by side, and what the difference cost them.

T-Mobile turned around its customer experience and lifted its NPS to the top of a brutal industry, but the playbook isn't telecom-specific. Here's how T-Mobile used NPS to underpin its growth, the customer-first philosophy that made it stick, and the practical lessons any business can copy.

After 15 years implementing NPS across organisations of every size and shape, a small set of factors keep predicting whether the program will work. Here are the seven, split into Essential, Good-to-Have and the one nobody expects (external benchmarking is less important than you think), so you can fast-track the bits that matter and de-prioritise the rest.

Two small changes to Iron Mountain's NPS survey invite doubled their response rate, change the "from" name to a real person, and embed the first question in the invite itself. That's it. Here's the full case study, why each change worked, and the knock-on effect on internal engagement when the data became hard to argue with.

"We tried digital marketing and it didn't work", heard it from too many small businesses, and almost always the same six mistakes are in play. Ignoring Facebook, contributing to the wrong blogs, joining networks without a plan, assuming the persona, trying to reach everyone, no campaigns at all. Here are the mistakes and how to avoid each one before they cost you another year of "it doesn't work".