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Ep. 127: Q&A with Maurice FitzGerald | Boning Up on Behavioral Economics
Ep. 127: Q&A with Maurice FitzGerald | Boning Up on Behavioral Economics
ratings:
Length:
26 minutes
Released:
Jan 11, 2018
Format:
Podcast episode
Description
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, host Rob Markey welcomes back Maurice FitzGerald, retired vice president of customer experience at HP Software and author of Net Promoter—Implement the System. Together, Rob and Maurice will discuss how behavioral economics can inform companies' interactions with customers and how they use the Net Promoter System.
Released:
Jan 11, 2018
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