May 29, 2014
Rob Markey checks back in with Herman Miller's Michael Ramirez and Pam Carpenter about how a small pilot had a big effect (5:06), the challenge of rallying employees to address a single complaint (6:30) and identifying the ROI of doing so (11:30), why middle-management needs those numbers (18:24) and how the...
May 15, 2014
Richard Watts, who led the adoption of the Net Promoter System at Progressive, the insurance company, talks with Rob Markey about what led an analytical company to choose such a simple measure (4:22), challenges to adoption (7:44), how NPS became one of the company's key metrics (14:21) and what he would do differently...
May 2, 2014
Borge Hald, founder and CEO of Medallia, explains how the company captures a wide variety of customer feedback and shares it with company employees (6:50), how Medallia got its start in the hotel business during a difficult time (8:15), the importance of company cultures that treasure feedback (28:28) and what he...