The Customer Confidential Podcast
Bringing Net Promoter® to Scale, with Dell’s Marc Stein
How Dell uses Net Promoter to connect customer sentiment with business results.
Dell has been collecting customer feedback since Michael Dell dropped out of college three decades ago and founded the company. It’s part of the company’s DNA.
The computer maker began its Net Promoter® journey a decade ago when it was trying to draw a connection between customer satisfaction and economic outcomes. Now the company has a robust system that informs major projects and innovations.
I recently had the opportunity to catch up with Marc Stein, senior vice president of customer experience at Dell. He discussed how the company’s comprehensive Net Promoter System® has evolved since Dell merged with EMC in 2016. You can listen to our conversation on 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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March 01, 2018