Video
Richard Hatherall: Implementing a Net Promoter System®
How to avoid some common risks.
Implementing a Net Promoter System requires significant behavior change in order to make an organization more customer centric. Instituting this level of change always creates a certain amount of risk. In this short video, Richard Hatherall, Asia-Pacific Practice Leader for Bain's Customer Strategy & Marketing Practice, outlines some of these risks and explains how leaders can mitigate them.
Read the Bain Brief: The infrastructure behind a Net Promoter System
Net Promoter®, Net Promoter System®, Net Promoter Score® and NPS® are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.
The Loyalty Insights Series
Rob Markey and members of Bain's Customer Strategy & Marketing practice discuss key concepts and best practices of the Net Promoter System in these short videos.
December 29, 2014