The Customer Confidential Podcast
Maurice FitzGerald, the retired vice president of customer experience at HP Software, returns to discuss Net Promoter questions from practitioners on LinkedIn.
What if a company wants to adopt the Net Promoter System®, but lacks the resources and time to fully implement each aspect of the framework? Is it better to do something rather than nothing?
In this episode, Maurice FitzGerald, the retired vice president of customer experience at HP Software and author of Net Promoter—Implement the System, returns to the podcast. Together, we tackle this question and others submitted by members of the Net Promoter System Forum on LinkedIn, a group for Net Promoter practitioners that Maurice manages.
The Net Promoter System continues to evolve and improve based on the experience of thousands of companies. In this episode, we discuss the latest thinking on critical Net Promoter issues, such as best practices for feedback questions and tactics for collecting deeper feedback from business-to-business companies.
You can listen to our conversation in iTunes, Stitcher or through the player above.
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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