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The Net Promoter System® is the most widely adopted system for managing customer feedback and improvement. It is used around the world and works well in all cultures and languages. Like most management systems, it has advantages and disadvantages.
When Meg Whitman abandoned politics and became CEO of HP, she decided that all divisions should implement the Net Promoter System. NPS supplemented and replaced many existing systems. Maurice led this work for the software business, which had grown through a long series of complex acquisitions. This book builds on that experience, explaining what works and what does not. There is a particular focus on communication.
Maurice manages the largest Net Promoter System community on the web: the Net Promoter System (NPS) Forum on LinkedIn, which has over 23,000 members. He has also participated in the Bain 'Net Promoter System' podcasts, where Rob Markey invites "interesting and important people in the Net Promoter community." You can listen to episode 76 on iTunes, and also find a link on the Bain Net Promoter System podcast webpage.
A recognized public speaker with his own Net Promoter Score: Maurice spoke at the Satmetrix Net Promoter conference in London in 2015 and received an NPS score of 67 from the audience. The average speaker score was 44.
Net Promoter - Implement the System: Advice and experience from leading practitioners (Customer Strategy Book 2) Maurice FitzGerald Net Promoter - Implement the System: Advice and experience from leading practitioners (Customer Strategy Book 2) book download
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