The Customer Confidential Podcast

Scaling Up or Scoping Out at Herman Miller

Pam Carpenter and Michael Ramirez talk about the next steps in Herman Miller's NPS® journey, the challenges of turning feedback into action and lessons they've learned.

By Rob Markey

So you’ve run some closed-loop feedback pilots using the Net Promoter System^®. You’ve learned a few things. Now what do you do?

That’s the question Pam Carpenter and Michael Ramirez face as they bring Net Promoter^® to Herman Miller. We’ve been following their progress on the Net Promoter System podcast all year, and Pam and Michael are back in the latest episode to discuss some of the challenges they’ve faced and lessons they’ve learned.

Questions we explore in our discussion include: How fast should the office furniture maker move forward after its initial NPS pilot? What should be the process for expanding its efforts? Should the company scale up from the initial prototype within a particular business unit or should it widen its scope by bringing the system to other parts of the business? What kind of IT support will the system need?

Pam and Michael are also grappling with some common issues that companies that sell to other businesses typically face. It all makes for a thoughtful and interesting discussion.

You can listen on iTunes or through the player above. Click here to browse more Net Promoter System podcasts.

Net Promoter^®, Net Promoter System^®, Net Promoter Score^® and NPS^® are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.