Jul 27, 2017
When faced with a scrappy challenger, it's not hard for established brands to lose sight of their core customers, especially if they're in a highly competitive market.
These situations usually arise when an established brand starts to lose market share to a buzzworthy upstart. When that happens, a company's leaders...
Jul 13, 2017
What if a company wants to adopt the Net Promoter System, but lacks the resources and time to fully implement each aspect of the framework? Is something better than nothing?
In this episode, Rob Markey welcomes back Maurice FitzGerald, the retired vice president of customer experience at HP Software and author of Net...