Ep. 127: Q&A with Maurice FitzGerald | Boning Up on Behavioral Economics

from Customer Confidential: Untold Stories of Earned Growth · host Bain & Company

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.

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This episode is 26 minutes long.

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This episode was published on January 11, 2018.

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