The Customer Confidential Podcast
Beyond Scores at Herman Miller
Rob talks to Herman Miller's Michael Ramirez and Pam Carpenter about how the office furniture maker approaches customer loyalty, gathers feedback and turns scores into action.
A chat with Pam Carpenter and Michael Ramirez of Herman Miller (see player above), the office furniture maker, followed in our second podcast. Pam and Michael discussed Herman Miller’s approach to customer loyalty and how the company gathers feedback and uses it to improve its operations. This is the first of several podcasts I’ll be doing with Herman Miller executives—they’ve graciously allowed me to check in with them every month or so about their Net Promoter® journey.
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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January 23, 2014