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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: April, 2016

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.

Apr 28, 2016

Maurice FitzGerald, the recently retired vice president of customer experience for the software business at Hewlett-Packard Enterprise, has been happily married for more than 25 years. But one Valentine’s Day, he had an epiphany about why some couples stay together for the long haul and others don’t—and why that knowledge is so critical to improving an organization’s customer experience. Maurice shares those insights and others from his Net Promoter experience at HP Enterprise in this episode.

Apr 14, 2016

Under Jack Brennan's leadership, Vanguard became an early adopter of the Net Promoter System. With it, customer loyalty became core to how the investment company operated. Jack pushed employees to ask "Are we doing the best thing for the client?" until the question became second nature to them. The goal was always to keep clients for life and to never take on a client they couldn't keep that long. In this episode of the Net Promoter System Podcast, Jack shares some of the practical lessons he learned from his experience at Vanguard.

Apr 7, 2016

VimpelCom is one of the largest telecom companies in the world, but a few years ago the company started facing more competition from a new crop of Internet-based rivals. The company decided to become more serious about its mission to focus on customers, adopting the Net Promoter System to guide its efforts. To gauge its progress, VimpelCom used Bain's Net Promoter System assessment tool to identify weak spots. In this episode, Rob Markey talks to VimpelCom executives Anton Telegin and Natalia Macpherson about what it took for the company to make this cultural shift.

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