What are your thoughts on net promoter score linked to employee bonuses and KPIs?

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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.

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About Author

Fred Reichheld

Best-selling Author & Fellow at Bain & Company

Named by The Economist as the "high priest" of loyalty, Fred Reichheld is the creator of the Net Promoter System℠ (NPS®) and one of the world’s leading experts on customer and employee loyalty. The best-selling author of four books on loyalty, he is a fellow at Bain & Company and founder of Bain’s Loyalty practice, which helps companies achieve results through customer and employee loyalty.

Interviewed By


Vaishali Jain

Vaishali Jain

Sarder TV Journalist, and Former Bloomberg TV Journalist

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