Ep. 129: Dell's Marc Stein | Bringing Net Promoter to Scale

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

Dell has been collecting customer feedback since Michael Dell dropped out of college three decades ago and founded the company. It's part of the company's DNA. The computer maker began its Net Promoter journey a decade ago when it was trying to connect customer satisfaction with economic outcomes. Now the company has a robust Net Promoter System that informs major projects and innovations. In this episode, host Rob Markey catches up with Marc Stein, senior vice president of customer experience at Dell. Marc discusses how the company's comprehensive Net Promoter System has evolved since Dell merged with EMC in 2016.

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This episode is 34 minutes long.

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This episode was published on March 1, 2018.

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