Boning Up on Behavioral Economics: A Podcast Q&A with Maurice FitzGerald

When responding to an angry customer, few words are as effective as “I’m sorry.” And yet, it’s so hard for some people to apologize sincerely. Why?

In this episode, I welcome back Maurice FitzGerald, retired vice president of customer experience at HP Software and author of Net Promoter—Implement the System. We discuss a topic that’s near and dear to my heart: behavioral economics.

You can listen to our conversation in 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.

Share feedback

Tell us what you think

Did you like or dislike the latest podcast? Are there people you'd like to hear Rob interview? Let us know!

Listen

Want to hear more from today's loyalty leaders?

Explore more episodes of The Customer Confidential Podcast.