Mar 23, 2018
Rob Markey talks to Bain Partner Jeff Melton, co-leader of Bain Simple & Digital, an approach that helps companies apply digital technology where it matters. Jeff discusses the importance of choosing the right metrics to gauge a customer episode and what happens when companies choose the wrong ones.
Mar 1, 2018
Dell has been collecting customer feedback since Michael Dell dropped out of college three decades ago and founded the company. It's part of the company's DNA.
The computer maker began its Net Promoter journey a decade ago when it was trying to connect customer satisfaction with economic outcomes. Now the company has a...