Ep. 6: Smiling until customers smile back

Written By Rob Markey

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.

Rob Markey http://robmarkey.com
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Ep. 7: Loyalty and the problem with pasta on a plane
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Ep. 5: NPS pilots at Herman Miller