Info

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.
RSS Feed Subscribe in Apple Podcasts
The Net Promoter System Podcast
2017
November
October
September
August
July
June
May
April
March
February
January


2016
December
November
October
September
August
July
June
May
April
March
February
January


2015
December
November
October
September
August
July
June
May
April
March
February
January


2014
December
November
October
September
August
July
June
May
April
March
February
January


Categories

All Episodes
Archives
Categories
Now displaying: November, 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.

Nov 16, 2017

Building internal support for a fledgling Net Promoter System can be one of the biggest challenges of getting such an effort off the ground. It requires leaders to not only have a strong grasp of loyalty economics and the company's strategy, but the softer skills necessary to inspire and teach employees to do the right thing for customers.

In this episode, host Rob Markey welcomes back Maurice FitzGerald, retired vice president of customer experience at HP Software and author of Net Promoter—Implement the System. Together, Rob and Maurice will discuss how companies can rally their employees around their Net Promoter System efforts.

Nov 2, 2017

No industry has escaped the disruption of digital technology. Advertising is no exception.

Ad agencies, which previously thrived in what was once a loyalty-based industry, are now facing new competition as they struggle to hold on to client relationships. Advertising fee structures have also changed, along with customer expectations.

In this episode, host Rob Markey talks to advertising industry expert Michael Farmer, author of Madison Avenue Manslaughter: An Inside View of Fee-Cutting Clients, Profit-Hungry Owners and Declining Ad Agencies. His firm, Farmer & Co., advises advertising agencies on business strategy, giving him a front-row seat to the industry's dramatic shifts. Michael shares his observations of the changing ad industry and lessons for other companies.

1