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. 184: Caliber Collision's Steve Grimshaw | Restoring Customers to the Rhythm of Their Lives
    41:00
  2. 2.
    Ep. 183: Lori Cobb | Give Customers a Voice in Powering Your Company’s Operations
    41:31
  3. 3.
    Ep. 182: Darrell Rigby | Agile Is Not Just a Method, It’s a Mindset
    49:30
  4. 4.
    Ep. 181: UPS Capital's Mark Robinson | How Agile Turns Customer Feedback into Fast Fixes
    35:01
  5. 5.
    Ep. 180: Wharton's Peter Fader | The Right Actions and Metrics to Grow Customer Value
    29:14
  6. 6.
    Ep. 179: Wharton's Peter Fader: The Nature and Value of Loyalty
    31:32
  7. 7.
    Ep. 178: Luiza Mattos | Covid-19: The View from Brazil
    22:17
  8. 8.
    Ep. 177: General Stanley McChrystal | Leadership in a Crisis Is about Connection and Trust
    44:41
  1. 9.
    Ep. 176: Maureen Burns | What Do You Want to Stand For with Customers and Employees when This Is All Over?
    20:02
  2. 10.
    Ep. 175: Roger Martin | Want to Increase Shareholder Value? Focus on Customers Instead
    29:53
  3. 11.
    Ep. 174: Theta Equity’s Dan McCarthy | Investors Need to Know: What’s Your Customer Worth?
    26:14
  4. 12.
    Ep. 173: Theta Equity’s Dan McCarthy | Now There’s a Way to Link Customer Behavior to Share Price
    42:39
  5. 13.
    Ep. 172: UniCredit's Francesco Vercesi | With Agile, Customer Experience Improvements Never End
    35:59
  6. 14.
    Ep. 171: Gillian Tett of the Financial Times | Stop Busting Silos; Instead, Make Them Work for You
    37:05
  7. 15.
    Ep. 170: Airbnb’s Raj Sivasubramanian | Will Customers Really Leave Feedback via Video?
    39:09
  8. 16.
    Ep. 169: Kim Scott | Radical Candor: Don't Be a Jerk
    50:54
  9. 17.
    Ep. 168: American Express's Luis Angel-Lalanne | Uncovering Customer Insights Beyond the Score
    41:35
  10. 18.
    Ep. 167: Sandy Rogers | Figuring Out How to Measure Customer Experience
    46:51
  11. 19.
    Ep. 166: Horst Schulze | Do You Want To Lead or Just Manage?
    12:16
  12. 20.
    Ep. 165: Horst Schulze | Behind the Luxury, a Human Purpose
    1:03:21
  13. 21.
    Ep. 164: Beth Comstock | First, Listen to the Customer Story
    1:03:21
  14. 22.
    Ep. 163: Manulife Asia's Francesco Lagutaine | Delivering a Customer Experience Where Wow Isn’t Enough
    1:04:40
  15. 23.
    Ep. 162: Uber's Troy Stevenson | The Human Side of Uber’s Digital Customer Experience
    1:03:29
  16. 24.
    Ep. 161: Vanguard's Amy Cribbs | Uncovering the Unexpected through Agile
    38:59
  17. 25.
    Ep. 160: Vanguard's Amy Cribbs | Accelerating Customer Experience Improvements through Agile
    40:42
  18. 26.
    Ep. 159: E.ON’s Andrew Clayton |The Self-Replicating Customer Feedback Loop
    49:14
  19. 27.
    Ep. 158: ABN AMRO's Alex Terpstra | Without the Customer, There's No Food on the Table
    46:31
  20. 28.
    Ep. 157: Maurice FitzGerald | Dubious Management Fad? No, but There’s Room for Improvement
    31:00
  21. 29.
    Ep. 156: Kathy McGettrick | How IBM Scales Customer Feedback
    32:56
  22. 30.
    Ep. 155: Razia Richter | When an Operator Becomes Chief Customer Officer
    42:48
  23. 31.
    Ep. 154: Joshua Rossman | How to Bring Customer Feedback to Life at Scale
    43:23
  24. 32.
    Ep. 153: HireVue's Kevin Parker | The Rise and Decline of the Modern Day Résumé
    37:58
  25. 33.
    Ep. 152: Scotiabank’s Ignacio Deschamps | Surviving Year Two
    25:57
  26. 34.
    Ep. 151: Scotiabank's Ignacio Deschamps | The Customer Letter That Shaped a Leader
    35:28
  27. 35.
    Ep. 150: Gen. Stanley McChrystal |True Leadership Means Fewer Decisions, Less Ego (Part 2)
    16:32
  28. 36.
    Ep. 149: Gen. Stanley McChrystal | Battle-Tested Advice (Part 1)
    47:45
  29. 37.
    Ep. 148: Eric Smuda | Dude, Where's My Car?
    52:14
  30. 38.
    Ep. 147: CA Technologies’ Dayton Semerjian | Keeping the Faith Even as Others Lose It
    34:23
  31. 39.
    Ep. 146: CA Technologies’ Dayton Semerjian | Getting Back to Growth in B2B
    35:45
  32. 40.
    Ep. 145: 1-800-GOT-JUNK’s Brian Scudamore | A Shining Example of Memorable Service
    49:46
  33. 41.
    Ep. 144: Citizens Bank's Beth Johnson | First Customers, Then Growth
    43:02
  34. 42.
    Ep. 143: Bain's Gerard du Toit | The Customer Experience Tools Companies Love
    47:25
  35. 43.
    Ep. 142: Q&A with Maurice FitzGerald | The Empathy Remedy in Healthcare
    34:26
  36. 44.
    Ep. 141: Jeanne Bliss of CustomerBliss | It’s Still About Humans Helping Humans
    45:46
  37. 45.
    Ep. 140: Comcast’s Charlie Herrin | How Follow-up Calls Can Inspire Change
    30:45
  38. 46.
    Ep. 139: Comcast’s Charlie Herrin | Inside a Cable Giant’s Net Promoter Turnaround
    50:39
  39. 47.
    Ep. 138: USAA's Julio Estevez-Breton | The Customer Experience-Based Organization
    50:45
  40. 48.
    Ep. 137: FirstService's Charlie Chase | The Business Lessons of Rejection
    58:45
  41. 49.
    Ep. 136: Elwood Staffing's Fernando Cadena | Building Temporary Relationships That Last
    45:51
  42. 50.
    Ep. 135: Year Up's Garrett Warfield and Jess Britt | Fostering a Feedback Culture
    52:35

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