Customers can always articulate what’s bothering them or what they most like about a company. But they don’t always know the full story behind their own feelings. Rob Markey, global practice leader of Bain's Customer Strategy and Marketing practice, explains why in this short video.
Read the Bain Brief: Developing a root cause capability
Rob Markey and members of Bain's Customer Strategy & Marketing practice discuss key concepts and best practices of Net Promoter System in these short videos.