NPS Blog

Boning Up on Behavioral Economics: A Podcast Q&A with Maurice FitzGerald

markey-fitzgerald-220x207When responding to an angry customer, few words are as effective as “I’m sorry.” And yet, it’s so hard for some people to apologize sincerely. Why?

In this episode, I welcome back Maurice FitzGerald, retired vice president of customer experience at HP Software and author of Net Promoter—Implement the System. We discuss a topic that’s near and dear to my heart: behavioral economics.

You can listen to our conversation in iTunesStitcher or through the player below.

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