Below is my deck from the Apple Specialist Conference in Miami, Florida. I presented "Two Quick Questions", a seminar on using the Net Promoter Score to:

• Measure customer satisfaction, which directly links to profitability and customer retention
• Measure employee engagement, which directly links to customer engagement and referrals
• Praise employees for good experiences and source testimonials
• Diagnose knowledge and performance gaps
• Listen to the voice of your customer
• Find your "moments of truth"