Ep. 2: Beyond scores at Herman Miller

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.