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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.

Mar 1, 2018

Dell has been collecting customer feedback since Michael Dell dropped out of college three decades ago and founded the company. It's part of the company's DNA.

The computer maker began its Net Promoter journey a decade ago when it was trying to connect customer satisfaction with economic outcomes. Now the company has a...

Feb 8, 2018

Rob Markey welcomes Griff and Hunter Jaggard, the brothers behind the FireDisc, a portable propane cooking surface that has become required gear among outdoor enthusiasts. They launched their company in 2010 with a tractor plow disc and an idea inspired by their Texas childhoods, and they have been using Net Promoter...

Jan 11, 2018

When responding to an angry customer, few words are as effective as "I'm sorry." And yet, it's so hard for some people to apologize sincerely. Why?

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...