The Customer Confidential Podcast
Maurice FitzGerald, retired vice president of customer experience at HP Software, joins Rob Markey to discuss how companies can rally their employees around their Net Promoter System® efforts.
Building internal support for a fledgling Net Promoter System can be one of the biggest challenges of getting such an effort off the ground. It requires leaders to not only have a strong grasp of loyalty economics and the company’s strategy, but the softer skills necessary to inspire and teach employees to do the right thing for customers.
In this episode, I welcome back Maurice FitzGerald, retired vice president of customer experience at HP Software and author of Net Promoter—Implement the System. Together, we discuss how companies can rally their employees around their Net Promoter System efforts.
You can listen to our conversation in iTunes, Stitcher or through the player above.
Net Promoter®, Net Promoter System®, Net Promoter Score® and NPS® are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.
Did you like or dislike the latest podcast? Are there people you'd like to hear Rob interview? Let us know!
Explore more episodes of The Customer Confidential Podcast.
