Ep. 6: Smiling until customers smile back
Mar 18, 2014 - Linda Verba of TD Bank and Brian Andrews, formerly of Intuit, discuss the difference between Net Promoter Score and Net Promoter System (11:22), accountability within the system (22:41) and the importance of authentic, human employees (30:34).
This is the first of two episodes with Linda and Brian that were recorded during our visit to the NPS Loyalty Forum meeting held in Singapore.