This blog post was written by Maurice FitzGerald, who recently retired as VP of Customer Experience for Software at Hewlett Packard Enterprise. His career with HP, Compaq, Digital Equipment Corporation and Wrangler Jeans concentrated on customer-centric business strategy and process improvement. He is currently documenting his experience in three books that are expected to appear in early 2017.
Silvia Kmetova wrote an excellent blog post about the problems in implementing the NPS system in a way that benefits an organization both globally and locally. She used the example of a local car dealership. The dealership had posted the following sign right by their front door: