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
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