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Customer Confidential: Untold Stories of Earned Growth
Ep. 35: The inner loop of the Net Promoter System
Released: Mar 26, 2015
Bain Fellow Fred Reichheld discusses the Net Promoter System's inner loop mechanism for collecting and sharing feedback (9:56), the qualities that make NPS popular worldwide (17:09) and the perils of using mystery shoppers (24:10).
Ep. 35: The inner loop of the Net Promoter System: Bain Fellow Fred Reichheld discuss the inner loop of the Net Promoter System, the mechanism for collecting customer feedback and helping employees learn from it.