Creating a culture of customer advocacy

Closed-loop feedback using NPS to drive customer focus

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Closed loop feedback videos - by popular demand

Sunday, February 28, 2010 at 5:50PM

Several people have asked me to make the videos we created to go along with our Harvard Business Review article easily accessible, so I'll embed them both right here.

Closing the customer feedback loop at Charles Schwab

Link to KnowledgeVision Player version (including accompanying PowerPoint slides)

Net Promoter® Score: A Primer

Link to KnowledgeVision Player version (including accompanying PowerPoint slides)

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Copyright © 2010, 2011, 2017 Rob Markey. All rights reserved. ® NPS and Net Promoter and Net Promoter Score are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc. The views shared here are solely my own, and not those of Bain & Company, Inc.