Survey begging is a sign that a company isn’t run very well. It can be solved if leadership focuses on the real objective—namely, enriching customers' lives.
Bain’s Net Promoter System® starts with a Net Promoter Score, but goes much further in helping you build a truly customer-centric organization.
Francesco Lagutaine describes how Manulife Asia is reorganizing around customer experience in a region where digital platforms rule.
UK consumers who give companies a high Net Promoter Score switch less, recommend more and cost less to serve.
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