This document provides guidance on how to improve a company's net promoter score through various strategies. It recommends that companies get to know front-line staff better, acknowledge mistakes without blame, regularly measure customer satisfaction scores, hold employees accountable, and publicize high performing departments. Adopting principles like noting every customer interaction, focusing on existing customers, understanding each customer's goals and expectations, and improving the overall experience can help increase a company's net promoter score over time. Higher net promoter scores are associated with reduced costs, increased sales and positive referrals.