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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.

Oct 19, 2017

Begging customers for strong scores. Only seeking feedback from customers who had positive outcomes. Altering contact information to make dissatisfied customers hard to reach.

When it comes to gaming the Net Promoter System, we've seen it all and one thing is always clear: When employees intentionally undermine a...

Oct 5, 2017

Airbnb launched 10 years ago when roommates Brian Chesky and Joe Gebbia decided to rent out an air mattress on the floor of their San Francisco living room to make a few extra bucks. Now it's a $31 billion hospitality giant that has created a whole new category of lodging.

Airbnb's unique business model, which allows...