Ep. 159: E.ON’s Andrew Clayton | The Self-Replicating Customer Feedback Loop

Andrew Clayton, global head of customer experience at E.ON, talks to Rob about how you inspire an organization to respond to customer feedback, not once or twice, but continuously, with unflagging energy. Since the early 2000s, he has scaled sustainable NPS programs at three major companies, Allianz, Bupa, and now E.ON. He has become an expert at winding that customer feedback loop into the DNA of the company, so that NPS self-replicates, even into new teams and new projects.