Maximize customer experience with the peak‑end rule

Business Insider published an excerpt from The Power of Bad: How the Negativity Effect Rules Us and How We Can Rule It by John Tierney and Roy F. Baumeister.

« Adele Gutman… is the mastermind behind the success of the Casablanca as well as the half‑dozen other boutique hotels of its parent company, the Library Hotel Collection. The hotels in New York, Toronto, and Prague all rank perennially in TripAdvisor’s top 10 for their cities, and the one in Budapest, the Aria, took TripAdvisor’s annual award in 2017 as the No. 1 hotel worldwide. » Continue reading “Maximize customer experience with the peak‑end rule”

Net Promoter Score (NPS) discussion

A Twitter discussion on Net Promoter Score (NPS) with Bruce Clark, Paul Bailey, Andy Hooper, Everard Hunder, and others. My takeaway: The formula is flawed (as Jared Spool ably pointed out), so the calculated “score” is meaningless, but thoughtful trend analysis of underlying data as well as verbatim comments can provide insights. Some highlights: Continue reading “Net Promoter Score (NPS) discussion”

Net Promoter Score Considered Harmful

Jared M. Spool wrote an article titled Net Promoter Score Considered Harmful.

Net Promoter Score (NPS) is calculated based on a one-question customer survey. “‘How likely are you to recommend [COMPANY] to a friend or colleague?’ On an eleven-point scale, with zero marked as Not At All Likely and 10 marked as Extremely Likely, respondents pick a number.” Continue reading “Net Promoter Score Considered Harmful”