Ep. 110: Shorts | The Story Behind the Smiley Face

Apr 13, 2017 - Long before social media and online surveys, shopkeepers relied on a simple measure of customer sentiment: whether their customers were smiling. In this short episode, Fred Reichheld and Rob Markey share the story behind the Net Promoter System's signature smiley face icons, and discuss how one number can become a powerful learning tool for inspiring lasting change.