Ep. 27: A prescription for better service

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Jan 15, 2015 - Andrew MacPherson of the UK National Health Service talks about the organization's Friends and Family Test (15:12), the challenges of measuring customer service in healthcare (17:36) and what's next for its Net Promoter program (46:34).

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Ep. 28: Who's advocating for your customers?
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Ep. 26: The engine that drives customer loyalty in B2B