Customer service and customer retention get talked about as if they're the same thing. They aren't, but the link between them is more interesting than most CX talks make out. Here's a real story about a wedding, a Flight Centre travel agent, and three facts that explain why great service really does keep customers.
Recommending a competitor sounds like commercial suicide. Done well, it's one of the strongest trust signals you can send, and it pays back in loyalty most marketers chronically under-value. Here's when to do it, and how to make sure it doesn't read as a gimmick.
Two companies. Same NPS question. Same scale. Wildly different scores, and the difference has nothing to do with how well they treat their customers. Here's the peer-reviewed research on why survey mode quietly ruins almost every NPS comparison you'll see.
Your customer feedback program is humming along, reports going out, scores flat, nothing changing. That's almost always a root-cause-analysis gap, not a data gap. Here's how to run a 5 Whys session properly, with a worked example and the gotchas that quietly undermine the technique in practice.
Relationship NPS makes a great CEO presentation slide and a mediocre operational tool. Transactional NPS reverses both. Choose the wrong one for your situation and the program quietly fails to drive change. Here's the pros and cons of each approach, the timing and content differences, and the conditions that decide which one your business needs first.
Digital agency Volume scores +60 on NPS, ahead of most of their industry peers, in striking distance of Apple's 71 and Amazon's 76. In an industry where trusted client relationships decide everything, that score is doing work. Here's how a small UK agency uses NPS to actively seek out and fix flaws other firms paper over.