If you are one of the companies that is using Fred Reichheld’s Net Promoter Score®, then you are likely using it wrong. In Reichheld’s experience, most firms have not been using the experience management tool the way it was intended and therefore, are not reaping the benefits of what the Net Promoter System can deliver. In this episode, we interview Reichheld about his new book Winning on Purpose: The Unbeatable Strategy of Loving Customers, and how you can fix these problems in your customer strategy.