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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.

Aug 25, 2016

Most companies that serve other companies solicit feedback, often in the form of quarterly or semiannual satisfaction surveys.

The Net Promoter System in a B2B setting also solicits feedback from customers. But that’s where the similarity to conventional methodologies ends. This system’s twin goals are to foster...


Aug 18, 2016

How do you get the best out of employees? Scripted interactions and oppressive rules are never the answer. The best companies hire the right people and set the right expectations, and they trust their employees to use their judgment to make customers happy. When executives step back, employees provide more authentic and...


Aug 11, 2016

What do you call the space between you and your customer? According to Dayton Semerjian, that's where you'll find the true value of a customer relationship. Dayton is general manager of global customer success and support at the IT services firm CA Technologies. 

CA's customers tend to be large companies, and the...