Ep. 38: Net Promoter, pay and predictable consequences

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Apr 23, 2015 - Bain Fellow Fred Reichheld discusses the risks of tying Net Promoter Scores to compensation (4:00), the consequences of gaming a feedback system (11:33) and what it takes to get to the true root cause of a complaint (17:49).

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Ep. 39: How Warby Parker is changing the rules of eyewear
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Ep. 37: Would you recommend your town to a friend?