Ep. 30: Planning the marriage (not just the wedding)

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Feb 5, 2015 - Jennifer Cunningham of Cornell University and Linda Reed of Stanford discuss the crucial role of college alumni (16:33), how they use Net Promoter System to build loyalty (25:30) and their strategies for following up with detractors (46:59).

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Ep. 31: Taking the pulse of patient care
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Ep. 29: Love feedback, but hate surveys?