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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How long is this episode of Customer Confidential: Untold Stories of Earned Growth?
This episode is 45 minutes long.
When was this Customer Confidential: Untold Stories of Earned Growth episode published?
This episode was published on April 23, 2015.
What is this episode about?
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).
Can I download this Customer Confidential: Untold Stories of Earned Growth episode?
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