The Customer Confidential Podcast
The Story Behind the Smiley Face
Fred Reichheld and Rob Markey share the inspiration behind the Net Promoter System®'s signature smiley face icons.
Long before social media and online surveys, shopkeepers relied on a simple measure of customer sentiment: whether their customers were smiling.
In this short episode, Fred Reichheld and I share the story behind the Net Promoter System’s signature smiley face icons, and discuss how one number can become a powerful learning tool for inspiring change.
You can listen to our discussion on 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.
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April 13, 2017