Bloat

We’ve all heard the advice to simplify, simplify, simplify. Yet, many products are bloated and confused. Why does this happen? What’s the disconnect between the stated goal of a streamlined product and the reality of overstuffing it?

Perks

These days it’s common practice for tech employers to tout lavish perks in their recruiting efforts. A top spec Mac, huge displays, free drinks, snacks, laundry services, in-house barista, etc. You name it. It’s all been done.

Introducing Web and SMS — two new ways to gather feedback with Delighted

Today we are launching Web…

4 case studies to prove the value of Net Promoter Score

Many organizations that are new to Net Promoter Score® and are considering putting a program in place want to understand how such a simple question can lead to real business results. They want to know if promoters really help them…

Low-hanging fruit

Low-hanging fruit is a phrase tossed around in meetings when someone wants to do something they believe to be obviously high leverage.

The problem is, the use of this phrase is an insidious method of concealing two critical assumptions: that the best solution to the…

What is a good NPS score?

One of the most common questions we hear from companies first embarking into NPS is “How do I know if my NPS is good?” There are two methods you can use to help contextualize your score — the absolute method and the relative method. The absolute method involves comparing your score…

Understand the problem

It’s no surprise elegant designs are often simple. It turns out, what’s critical is often quite a small set of things.

4 ways Net Promoter Score can boost your business

We started Delighted just over 3 years ago and we’ve seen growing interest in Net Promoter Score® (NPS). The interest has ranged from those who are very familiar with the methodology to those who are looking to build a business case to start…

The right way

There’s no shortage of advice on how to build a company. With so many pitfalls and challenges, it’s tempting to seek out the “right” way. When advice comes from someone with some form of success, it’s easy to assume their advice must be right.

12 reasons to follow up with detractors

Running a successful NPS program is more than simply asking your customers for feedback. It’s about using that feedback to fundamentally improve your product or service. But an often under valued aspect of doing NPS well is rigorously following up with…