The Customer Confidential Podcast
The Outer Loop of the Net Promoter System®
Rob Markey explains how companies make systemic changes—and show employees they're serious about customer centricity.
The Net Promoter System’s “outer loop” mechanism supports improvements that go beyond the individual or team.
Its explicit purpose is to prioritize and support the kind of customer-friendly changes that employees and teams can’t make on their own. But there’s an implicit purpose as well. An effective outer loop makes employees feel supported. It gives them a voice in the firm’s priorities. It creates confidence that the company’s priorities support customer centricity—and that leadership is putting its money where its mouth is.
In this short episode, I discuss the importance of this critical part of the Net Promoter System framework. You can listen to this short episode on iTunes, Stitcher or through the player above.
Net Promoter®, Net Promoter System®, Net Promoter Score® and NPS® are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.
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January 27, 2017