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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.
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Now displaying: December, 2015

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.

Dec 22, 2015

Unless you know how much more valuable your top customers are, you are flying blind. It's impossible to know how much to invest in efforts to create and retain more of these customers. In this Net Promoter System Podcast short, Rob Markey explains how companies use the Net Promoter System to understand the needs of their most valuable customers.

Dec 17, 2015

If you’re struggling to find pants that fit, the last place you probably turn is the Internet. But men's clothing retailer Bonobos is using customer service, feedback and design to challenge this assumption. On the latest episode, Bonobos Cofounder Andy Dunn shares his philosophy for creating memorable customer experiences both online and in stores.

Dec 10, 2015

Mobile phone stores increasingly depend on loyalty economics to drive their businesses. As a result, every customer interaction in one of these stores is vital. It’s a chance to wow a customer with a great experience, or to frustrate them with long waiting times, pushy salespeople or poorly trained technicians. Yet store owners generally struggle to get enough customer feedback to know how their customers’ purchasing experience feels to them, or what needs to be improved. Jimmy Salamanca, who runs six U.S. Cellular stores, discusses how he uses Fosubo, a feedback collection tool that uses text messaging, to gauge the customer experience. Fosubo CEO Misa Chien joins the discussion to explain how the tool works.

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Dec 3, 2015

Why are so many of the global loyalty leaders run by their founders or their founders’ family members? What do they do that increases their ability to achieve and sustain customer loyalty? James Allen, head of Bain's Strategy practice, has studied successful founder-led companies in great detail. On the podcast, he discusses how companies can preserve what he calls the Founder’s Mentality while they grow into some of the largest firms in the world.

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