Dec 11, 2014
Lori Cobb and Dave Crompton, executives at the engine maker Cummins, discuss their Net Promoter System efforts (11:40), the complexities of B2B markets (15:09) and what it takes to forge an outwardly focused culture (32:54).
Dec 4, 2014
Howard Behar, who spent almost two decades at Starbucks, discusses the importance of letting employees be themselves (9:41) and encouraging creativity (14:35), and the origins of the Frappuccino (27:47).
Nov 13, 2014
Chad Keck of Promoter.io discusses his experience with the Net Promoter System (4:02), his goals to simplify feedback collection (16:11) and what's next for his company (46:40).
Nov 6, 2014
Bain Fellow Fred Reichheld returns to the podcast to discuss the employee engagement tool he's developing (3:44), the power of teams (14:45) and the state of surveys (22:37).
Oct 30, 2014
Peter Fader, co-director of the Wharton Customer Analytics Initiative at the University of Pennsylvania, talks about using data to understand consumers (5:20), become more customer-centric (13:08) and target the most valuable customers (32:22).