How important are the frontline employees in getting net promoter done right? By Fred Reichheld

Named by The Economist as the "high priest" of loyalty, Fred Reichheld is the creator of the Net Promoter System℠ (NPS®) and one of the world’s leading experts on customer and employee loyalty. The best-selling author of four books on loyalty, he is a fellow at Bain & Company and founder of Bain’s Loyalty practice, which helps companies achieve results through customer and employee loyalty.

Video Description:
Fred Reichheld, the creator of the Net Promoter System and author, lists the significance of frontline workers in the NPS system. He shares the example of Discover and how the top executives facilitate the frontline employees so that together they can help attain excellent customer satisfaction levels.

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