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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: October, 2017

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 company's efforts to understand customers and improve service, everyone loses.

In this episode, Rob Markey welcome back Maurice FitzGerald, retired vice president of customer experience at HP Software and author of Net Promoter—Implement the System. Together, they discuss ways that companies can discourage employees from sabotaging their feedback efforts.

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 people in more than 190 countries to rent their homes to travelers, requires a high level of trust among not only guests and hosts, but also employees and managers. The company has gone to great lengths to infuse that sense of trust, inside and out.

In this episode, host Rob Markey welcomes Aisling Hassell, global head of customer experience at Airbnb. Aisling joined Airbnb more than three years ago after leading customer experience efforts at Sage, Vodafone and Symantec. She has played a critical role in promoting Airbnb's culture among hosts in the more than 65,000 cities where it operates.

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