My Guest Rob Markey is the creator of the widely-used Net Promoter Score (“NPS”) system. Rob also leads the NPS Loyalty Forum, a group of 35 senior executives from loyalty-leading companies around the world, such as The Vanguard Group, American Express, JetBlue, TD Bank, LEGO, Progressive Insurance, PwC and Intuit. He is also the co-authorContinue reading “Rob Markey: Creator of the Net Promoter Score and Founder of Bain’s Global Customer Strategy Practice”
Tag Archives: firing
Knowing Who, When, and How to Fire
I will never forget the first time that I had to fire somebody. In the days, hours and minutes leading up to the meeting that morning, sleep was elusive, my heart was racing, my mind was completely incapable of focusing on anything else, and the sense of existential dread growing in the pit of myContinue reading “Knowing Who, When, and How to Fire”