Lisk Associates’ Net Promoter Score

What is Net Promoter Score? Net Promoter Score or NPS is a metric used to gauge the loyalty of a firm’s customer relationships.  It is a simple method to get a metric on customer satisfaction.  I recently had a client give me a copy of The Ultimate Question by Fred Reichheld.  The book and NPS […]

Leadership Opportunity: What Would You Do?

Earlier this week, I went to my Chick-Fil-A on Fruitville Road. As I ordered at the drive-thru I presented a coupon for a free Chick-Fil-A sandwich that I got at a golf tournament from October 2016. The live drive-thru person outside told me, “Oh, I’m sorry sir, we can’t take that. Corporate changed our policy […]