Mar 7, 2014 - Pam Carpenter talks about the office-furniture maker's NPS pilots (2:06), lessons about e-mail surveys (5:05), how to write effective feedback requests (13:28) and how to turn feedback into action (29:22).

Feb 21, 2014 - Martha King discusses the firm's Net Promoter System journey (6:08), including recent pilots that aim to collect better touchpoint feedback (18:55). She also offers advice to others who are considering adopting the system (47:02).

Jan 23, 2014 - Michael Ramirez and Pam Carpenter discuss how the office furniture maker approaches customer loyalty (10:35), gathers feedback (16:33) and turns scores into action (31:38).

This is the first of several podcasts I’ll be doing with Herman Miller executives—they’ve graciously allowed me to check in with them every month or so about their Net Promoter® journey.

Jan 23, 2014 - Fred Reichheld talks about the challenges companies face in engaging employees (8:45), the question of linking NPS to compensation (18:05) and how Net Promoter can enhance innovation (30:15).