Fred Reichheld (Best-selling Author & Fellow at Bain & Company)

Fred Reichheld, the creator of the Net Promoter System and an author, shares his thoughts on how the NPS system is sometimes misused. He talks about how learning is lost when tied to employee bonuses and KPIs, how this led to the definition of a new metric and uses the example of the First Republic Bank and how they attained financial success by focusing on treating their customers right and efficiently measuring it.