Ep. 2: Beyond scores at Herman Miller
01/23/14 • 43 min
Michael Ramirez and Pam Carpenter discuss how the office furniture maker approaches customer loyalty (10:35), gathers feedback (16:33) and turns scores into action (31:38).
Michael Ramirez and Pam Carpenter discuss how the office furniture maker approaches customer loyalty (10:35), gathers feedback (16:33) and turns scores into action (31:38).
Next Episode
Ep. 3: Making the grade at City Year
Gillian Smith explains how the nonprofit uses the Net Promoter System to gauge its impact on schools it serves (10:04) and employee engagement (17:20). She also shares what she wishes she knew before she started using NPS (30:56).
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