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A longtime company client effectively told me they wanted to transform their single high-profile global customer forum into a new product sales event. Given management’s declared commitment to customer satisfaction and net promoter scores, I thought this a serious mistake; the move would undermine hard-won credibility and inhibit honest feedback from the firm’s smartest customers.

©2015 by the President and Fellows of Harvard College, All Rights Reserved (P)2015 Audible, Inc.

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