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Reaping the Returns of Loyalty

When was FirstService Residential's NPS® turning point? When the executives decided to push initiatives that matter most to their customers.

By Fred Reichheld

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Reaping the Returns of Loyalty
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David Diestel, senior vice president of operations at FirstService Residential, describes the company’s Net Promoter® turning point: When executives decided to put more resources toward initiatives that clients value most.

Net Promoter®, Net Promoter System®, Net Promoter Score® and NPS® are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.

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