Video
Going Beyond Statistics
Rob Markey discusses how he became a Net Promoter® convert.
Rob Markey says he became an Net Promoter convert after listening to a group of executives struggle to understand their company’s overly complicated customer metrics. "For me, that was when the light bulb went off," he said. "This is not about being statistically right. This is about having something that gauges whether you're on track or not, and captures people's imagination so that they can take action."
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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NPS Shorts
Fred Reichheld and Rob Markey, authors of "The Ultimate Question 2.0," discuss the book and the principles of the Net Promoter System®.
January 15, 2013