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    Ep. 10: A better, simpler measure

    Ep. 10: A better, simpler measure

    FromCustomer Confidential: Untold Stories of Earned Growth

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    Ep. 10: A better, simpler measure

    FromCustomer Confidential: Untold Stories of Earned Growth

    ratings:
    Length:
    34 minutes
    Released:
    May 15, 2014
    Format:
    Podcast episode

    Description

    Richard Watts, who led the adoption of the Net Promoter System at Progressive, the insurance company, talks with Rob Markey about what led an analytical company to choose such a simple measure (4:22), challenges to adoption (7:44), how NPS became one of the company's key metrics (14:21) and what he would do differently if he had to do it all over again (29:22).
    Released:
    May 15, 2014
    Format:
    Podcast episode

    Titles in the series (100)

    The Customer Confidential Podcast unlocks a world of unparalleled customer and employee loyalty insights. Host Rob Markey, a Net Promoter System pioneer, uses his deep expertise and empathetic approach to challenge conventional wisdom, peel back layers of typical advice, and expose the real stories of industry transformation. Take a deep dive into discussions on CX, customer journey, customer insights, Net Promoter Score, and more. Every episode is a master class in loyalty. Guests include CMOs, CXOs, and heroes of customer-centric transformation, along with thought leaders who inspire them. Exploring organizational structures, operating models, goals, and metrics, Rob and his guests from companies such as Vanguard, American Express, and more bring to light practical marketing, product, customer experience, and technology strategies for earning customer-focused growth. This podcast is your source for untold stories of customer and employee loyalty. Challenging, insightful, and instructive—all in one place. Earned growth starts here.