30 min listen
Ep. 38: Net Promoter, pay and predictable consequences
Ep. 38: Net Promoter, pay and predictable consequences
ratings:
Length:
45 minutes
Released:
Apr 23, 2015
Format:
Podcast episode
Description
Bain Fellow Fred Reichheld discusses the risks of tying Net Promoter Scores to compensation (4:00), the consequences of gaming a feedback system (11:33) and what it takes to get to the true root cause of a complaint (17:49).
Released:
Apr 23, 2015
Format:
Podcast episode
Titles in the series (100)
Ep. 1: The godfather of loyalty: Fred Reichheld discusses employee engagement and innovation. by Customer Confidential: Untold Stories of Earned Growth