Bill Black of ABB Talks Customer Strategy

In this Profit through Process podcast, Bill Black, Group Senior Vice President for Quality and Operational Excellence at ABB, discusses best practices for maintaining and improving customer confidence. You will hear how ABB measures its customers' perception of the company's performance both locally and globally, and how it has begun to leverage Net Promoter Score as a key customer satisfaction measure. Black gives advice on how to tighten the linkage between customer satisfaction and internal business satisfaction, as well as how to turn around a drop in customer confidence in your organization's products and services.