CHAPTER 9
Be Humble
Net Promoter 3.0 and Beyond
At Bain, we teach that in every communication you should give the answer first and always finish high—with a call to action.
I will try to follow that advice in this final chapter. The answer first: you will be humbled by the distance you must travel in order to become truly customer-centric. This chapter will help clarify that distance by providing a checklist of requisite components comprising a state-of-the-art Net Promoter System 3.0. Here, I have attempted to distill twenty years of learnings gained through working with and observing leaders at the vanguard of the movement toward customer capitalism.
First, though, I want to return to what I consider the central idea in this book: that an ...
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