NPS Blog

Podcast Shorts: The Story Behind the Smiley Face

fred-rob-shortLong before social media and online surveys, shopkeepers relied on a simple measure of customer sentiment: whether their customers were smiling.

In this short episode, Fred Reichheld and I share the story behind the Net Promoter System’s signature smiley face icons, and discuss how one number can become a powerful learning tool for inspiring change.

You can listen to our discussion on iTunes, Stitcher or through the player below.

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