2min chapter

First Principles cover image

Fractal’s Srikanth Velamakanni on surviving before thriving

First Principles

CHAPTER

The Importance of a Second Moment of Truth

The most important moment of truth to win is a second moment of truth. We measure net promoter score and we send it to every single client everybody who is potentially touching fractal in somewhere the other. Every quarter we get something like 400 to 500 pieces of feedback every quarter so think of it as 5 to 10 every day. The same three moments of truth can be seen from an employee.

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