The Customer Confidential Podcast
Going Beyond Statistics
Rob Markey discusses how he became a Net Promoter® convert with Fred Reichheld, inventor of the Net Promoter Score®.
When it comes to surveys and statistics, it’s easy to get mired in models and analysis. Perhaps you have a rich tranche of customer data and you know you’ll find a critical new insight if you could devote a team to crunching the numbers. This kind of thinking rarely leads to long-term change because it’s missing a critical element: immediate action.
In this short podcast episode, Fred Reichheld and I discuss how the Net Promoter System® goes beyond statistics to inspire action. You can listen to it 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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February 27, 2017