CHAPTER 2
Aim for Greatness
Everybody Can Be Great
The setting was a large living room in a suite atop the Four Seasons Hotel in Palo Alto, California. We had hired a camera crew to record a roundtable discussion of CEOs from highly regarded Net Promoter pioneers: eBay, Charles Schwab, Bain & Company, Intuit, and Rackspace.1 I had been worrying that having all of us wired for sound and seeing cameras dodging between reading lamps as they sought better angles might feel a bit awkward. Might this stifle our conversation?
I needn’t have worried. The members of this self-confident group ignored the technological intrusions and immediately leaned in to share their experiences.
The wide-ranging discussion that followed clarified for me that these ...
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