EPISODE · Apr 23, 2015 · 45 MIN
Ep. 38: Net Promoter, pay and predictable consequences
from Customer Confidential: Untold Stories of Earned Growth
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).
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Ep. 38: Net Promoter, pay and predictable consequences
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This episode was published on April 23, 2015.
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