Episode 7 - Connections Before Content: Mike Hohnen’s Leadership Advice for Managing Managers

994.935 - 1015.905 Mike Hohnen

So in the services industry, I don't know anything about production, but in the services industries, what is the primary driver of NPS? It's employee engagement. Employee engagement drives your NPS because there is no loyalty in basic satisfaction. Just delivering the right product at the right specification at the right price exactly as on spec and all the rest of it, that gives you 3.5%.