Customer feedback has traditionally been used to evaluate performance, not necessarily improve it. The Net Promoter System, however, seeks to empower employees by teaching them the skills they need to generate loyalty and enthusiasm among customers. Rob Markey, global practice leader of Bain's Customer Strategy and Marketing practice, explains how in this short video.
Read the Bain Brief: The keys to effective learning
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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.