Do you know how to quantify your Customer’s Satisfaction levels? This video by Bain & Company takes a unique look at how to measure success and what better company to showcase the use of the Net Promoter Score (NPS) then, ZAPPOS. The video provides so much more than a metric and how world class, well, is really world class. As ZAPPOS CEO, Tony Hsieh would say, “Just Deliver Happiness”. What are you doing today to deliver world-class customer service? Enjoy

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Wayne Jagoe
Change, The Third Certainty, represents change and a number of passions in my life allowing me to help stimulate or deal with unexpected change. I work as Marketing & Business Development Manager in Canada & Europe for Fraser Wood Siding.