Interview with Andrew & Williamson

Andrew & Williamson’s Amalia Lommel has been deeply involved in agricultural human resources issues during her 24 years at the company. As the Director of Social Responsibility, she's helped lead cultural change initiatives as well as the company's involvement with EFI and Fair Trade USA. A&W grows berries in California and Mexico and grows tomatoes and cucumbers in Mexico. Amalia shared with us some of the insights she's gained as A&W blazes new trails in human resources management. 

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What's your Net Promoter Score?

The Net Promoter Score was introduce by Fred Reicheld in 2003 after several years of customer satisfaction research. Reicheld found that not only could you reduce your customer satisfaction surveys to a single question, but you could also use it to predict growth. “In fact, in most of the industries that I studied, the percentage of customers who were enthusiastic enough to refer a friend or colleague—perhaps the strongest sign of customer loyalty—correlated directly with differences in growth rates among competitors.”

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