First Republic Bank — with their insanely high Net Promoter Score of 80 — has gone pop and been rescued by JP Morgan — who have a Net Promoter Score of who cares.

It turns out that a business is a system where many, many things — not just whether your customers say they are likely to recommend you or not — are important. And that, as I wrote last week, the art of leadership and management is making astute trade offs and keeping the whole system in good shape, not just one part of it.

Thank you for coming to my TED talk, and feel free to drop the term "customer-centricity" from your lexicon.

See this post on LinkedIn