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The Net Promoter System Podcast – Customer Experience Insights from Loyalty Leaders

By Bain & Company

Loyal customers spend more, stay longer and tell their friends about their experiences. In the Net Promoter System Podcast, Bain & Company's Rob Markey talks to business leaders who are using the management system to create experiences that keep customers coming back.

  1. 1.
    Ep. 171: Gillian Tett of the Financial Times | Stop Busting Silos; Instead, Make Them Work for You1/23/2020
    37:05
  2. 2.
    Ep. 170: Airbnb’s Raj Sivasubramanian | Will Customers Really Leave Feedback via Video?1/9/2020
    39:09
  3. 3.
    Ep. 169: Kim Scott | Radical Candor: Don't Be a Jerk12/19/2019
    50:54
  4. 4.
    Ep. 168: American Express's Luis Angel-Lalanne | Uncovering Customer Insights Beyond the Score11/21/2019
    41:35
  5. 5.
    Ep. 167: Sandy Rogers | Figuring Out How to Measure Customer Experience10/31/2019
    46:51
  6. 6.
    Ep. 166: Horst Schulze | Do You Want To Lead or Just Manage?10/10/2019
    12:16
  7. 7.
    Ep. 165: Horst Schulze | Behind the Luxury, a Human Purpose9/26/2019
    1:03:21
  8. 8.
    Ep. 164: Beth Comstock | First, Listen to the Customer Story9/12/2019
    1:03:21
  1. 9.
    Ep. 163: Manulife Asia's Francesco Lagutaine | Delivering a Customer Experience Where Wow Isn’t Enough8/15/2019
    1:04:40
  2. 10.
    Ep. 162: Uber's Troy Stevenson | The Human Side of Uber’s Digital Customer Experience7/18/2019
    1:03:29
  3. 11.
    Ep. 161: Vanguard's Amy Cribbs | Uncovering the Unexpected through Agile7/11/2019
    38:59
  4. 12.
    Ep. 160: Vanguard's Amy Cribbs | Accelerating Customer Experience Improvements through Agile6/27/2019
    40:42
  5. 13.
    Ep. 159: E.ON’s Andrew Clayton |The Self-Replicating Customer Feedback Loop6/13/2019
    49:14
  6. 14.
    Ep. 158: ABN AMRO's Alex Terpstra | Without the Customer, There's No Food on the Table6/6/2019
    46:31
  7. 15.
    Ep. 157: Maurice FitzGerald | Dubious Management Fad? No, but There’s Room for Improvement5/23/2019
    31:00
  8. 16.
    Ep. 156: Kathy McGettrick | How IBM Scales Customer Feedback5/16/2019
    32:56
  9. 17.
    Ep. 155: Razia Richter | When an Operator Becomes Chief Customer Officer5/2/2019
    42:48
  10. 18.
    Ep. 154: Joshua Rossman | How to Bring Customer Feedback to Life at Scale4/11/2019
    43:23
  11. 19.
    Ep. 153: HireVue's Kevin Parker | The Rise and Decline of the Modern Day Résumé3/28/2019
    37:58
  12. 20.
    Ep. 152: Scotiabank’s Ignacio Deschamps | Surviving Year Two3/14/2019
    25:57
  13. 21.
    Ep. 151: Scotiabank's Ignacio Deschamps | The Customer Letter That Shaped a Leader3/7/2019
    35:28
  14. 22.
    Ep. 150: Gen. Stanley McChrystal |True Leadership Means Fewer Decisions, Less Ego (Part 2)2/28/2019
    16:32
  15. 23.
    Ep. 149: Gen. Stanley McChrystal | Battle-Tested Advice (Part 1)2/20/2019
    47:45
  16. 24.
    Ep. 148: Eric Smuda | Dude, Where's My Car?2/14/2019
    52:14
  17. 25.
    Ep. 147: CA Technologies’ Dayton Semerjian | Keeping the Faith Even as Others Lose It1/3/2019
    34:23
  18. 26.
    Ep. 146: CA Technologies’ Dayton Semerjian | Getting Back to Growth in B2B12/13/2018
    35:45
  19. 27.
    Ep. 145: 1-800-GOT-JUNK’s Brian Scudamore | A Shining Example of Memorable Service12/6/2018
    49:46
  20. 28.
    Ep. 144: Citizens Bank's Beth Johnson | First Customers, Then Growth11/30/2018
    43:02
  21. 29.
    Ep. 143: Bain's Gerard du Toit | The Customer Experience Tools Companies Love11/8/2018
    47:25
  22. 30.
    Ep. 142: Q&A with Maurice FitzGerald | The Empathy Remedy in Healthcare10/26/2018
    34:26
  23. 31.
    Ep. 141: Jeanne Bliss of CustomerBliss | It’s Still About Humans Helping Humans10/11/2018
    45:46
  24. 32.
    Ep. 140: Comcast’s Charlie Herrin | How Follow-up Calls Can Inspire Change9/20/2018
    30:45
  25. 33.
    Ep. 139: Comcast’s Charlie Herrin | Inside a Cable Giant’s Net Promoter Turnaround9/6/2018
    50:39
  26. 34.
    Ep. 138: USAA's Julio Estevez-Breton | The Customer Experience-Based Organization7/27/2018
    50:45
  27. 35.
    Ep. 137: FirstService's Charlie Chase | The Business Lessons of Rejection7/13/2018
    58:45
  28. 36.
    Ep. 136: Elwood Staffing's Fernando Cadena | Building Temporary Relationships That Last6/28/2018
    45:51
  29. 37.
    Ep. 135: Year Up's Garrett Warfield and Jess Britt | Fostering a Feedback Culture6/14/2018
    52:35
  30. 38.
    Ep. 134: "Grit" Author Angela Duckworth | Leading with Grit6/1/2018
    44:51
  31. 39.
    Ep. 133: Bain's Jason Barro | The Roadmap to Leadership5/23/2018
    39:02
  32. 40.
    Ep. 132: Boxed's Jackson Jeyanayagam | Using Service to Take on Retail's Big Names4/27/2018
    39:19
  33. 41.
    Ep. 131: Adidas' Celine Del Genes | Designing the Glitch Experience4/13/2018
    42:32
  34. 42.
    Ep. 130: Bain's Jeff Melton | The Metrics That Matter Most3/23/2018
    45:56
  35. 43.
    Ep. 129: Dell's Marc Stein | Bringing Net Promoter to Scale3/1/2018
    34:11
  36. 44.
    Ep. 128: FireDisc's Griff and Hunter Jaggard | Stoking the Entrepreneurial Spirit2/8/2018
    38:39
  37. 45.
    Ep. 127: Q&A with Maurice FitzGerald | Boning Up on Behavioral Economics1/11/2018
    26:02
  38. 46.
    Ep. 126: Q&A with Maurice FitzGerald | Are Cultural Differences at Play?12/14/2017
    19:40
  39. 47.
    Ep. 125: Darci Darnell | Bringing Net Promoter to the People11/30/2017
    35:54
  40. 48.
    Ep. 124: Q&A with Maurice FitzGerald | Rallying Teams Around Net Promoter11/16/2017
    17:56
  41. 49.
    Ep. 123: Michael Farmer | Inside Madison Avenue's Loyalty Challenge11/2/2017
    37:11
  42. 50.
    Ep. 122: Q&A with Maurice FitzGerald | The Net Promoter Games People Play10/19/2017
    25:02

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