Ep. 35: The inner loop of the Net Promoter System

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Mar 26, 2015 - Bain Fellow Fred Reichheld discusses the Net Promoter System's inner loop mechanism for collecting and sharing feedback (9:56), the qualities that make NPS popular worldwide (17:09) and the perils of using mystery shoppers (24:10).

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Ep. 34: Making feedback easy and appealing to customers