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The Net Promoter System Podcast

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.

Nov 24, 2015

A few years ago, Qualtrics CEO Ryan Smith realized that there were 130,000 different versions of Net Promoter surveys in the survey company's system. The Net Promoter Score had become wildly popular among its customers, yet there was little consistency in its application. Ryan saw an opportunity to make it easier...


Nov 19, 2015

DonorsChoose founder Charles Best and CMO Katie Bisbee discuss how their nonprofit gives schoolchildren the supplies they need and donors the transparency they want. Learn more about this...


Nov 12, 2015

In this Net Promoter System Podcast short, Rob Markey explains why it's important to create conditions that will help employees succeed before connecting Net Promoter Scores to compensation. Learn more:


Nov 5, 2015

In a previous episode of the Net Promoter System Podcast, we heard how Safelite applied the Net Promoter System and became a "people-powered" and "customer-driven" organization. It started with helping frontline workers change the game so they could build customer loyalty. In our latest discussion, CEO Tom Feeney...