The Net Promoter System is simple in concept, but adopting it can be a cataclysmic event for an organization. From asking frontline employees to reach out to customers to asking finance to manage new metrics, turning Net Promoter into tangible results typically requires significant culture change. Bain Partners Andreas Dullweber, Jason Barro and Maureen Burns discuss some of the biggest hurdles they encounter as they help companies build customer-centric cultures.
