Jaap Wilms is back for another conversation, this time talking to us about what he’s learned about how to create a high-functioning NPS program, one that is responsive to local needs, but also that has consistency across geographies. Topics covered include how to ensure consistency of surveys and reporting, integration of data, and then using local colleagues to make it relevant for each country. Jaap also talks about how to select the right people to manage NPS program, people with a passion for telling the story of the data, rather than someone with data expertise who can’t tell an engaging story.

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