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

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.

Jan 9, 2020

In this podcast, Raj Sivasubramanian, customer experience insights manager at Airbnb, explains how Airbnb is experimenting with a system that makes it easy for customers to provide video feedback. I admit, I was skeptical. But Raj explains why that often provides longer, more detailed and often richly emotional...


Dec 19, 2019

Kim Scott's book, Radical Candor, focuses on the role that feedback plays in helping other people succeed and the idea that delivering tough messages to colleagues is important when done right. But, Kim discovered, "an awful lot of people are using Radical Candor as an excuse to act like a garden variety jerk.” In...


Nov 21, 2019

Luis Angel-Lalanne, vice president of customer listening for American Express, explains how his team goes beyond the mechanics of simply providing Net Promoter scores and the drivers behind them. At American Express, that can mean combining Net Promoter data with other operational data and performing an analysis...


Oct 31, 2019

Sandy Rogers's efforts to measure customer experience at Enterprise Rent-A-Car were part of the inspiration for the design of the Net Promoter system. Today, Sandy is the global practice leader for loyalty at Franklin Covey and coauthor of Leading Loyalty, but in this podcast, he also describes how he managed to...


Oct 10, 2019

One of the most important, and difficult, roles of any leadership team is to instill in the workforce a culture and sense of purpose. Back in 2014, I did a podcast interview that put this challenge in simple, stark terms that have stayed fresh in my memory. That’s largely thanks to my guest at the time, the inimitable...