Preview Mode Links will not work in preview mode

The Net Promoter System Podcast – Customer Experience Insights from Loyalty Leaders

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 7, 2019

Host Rob Markey talks to Ignacio 'Nacho' Deschamps, Group Head of International Banking and Digital Transformation at Scotiabank, who explains why he has long put customers and technology at the heart of his career in banking and describes how many of Scotiabank’s digital efforts are developed locally and then...


Feb 28, 2019

This week, on the Net Promoter System Podcast, I’m sharing Part 2 of my interview with Gen. Stanley McChrystal, the former commander of U.S forces in Afghanistan and head of the Joint Special Operations Command during the Iraq war.

 

We pick up the conversation where we left off: how a leader, who has successfully...


Feb 20, 2019

General Stanley McChrystal, the former commander of U.S forces in Afghanistan and head of the Joint Special Operations Command in Iraq, joins me for part one of a two-part interview. In our discussion, he describes how he forged trust among the military’s most elite fighting units. Today, he shares what he learned...


Feb 14, 2019

When I rent a car, I too often find myself waiting in line for the service desk, wondering why my car wasn’t ready and waiting for me, as promised. 

Now I can test my hypotheses against the real world experience of this week’s guest, Eric Smuda. He led customer experience practices for two different giants of the...


Jan 3, 2019

Like fitness or dieting, getting started with the Net Promoter System is easy in some ways. Executives are typically optimistic and excited about their fledgling program, riding the high of their early wins. And then something emerges and threatens that momentum. But like maintaining good health, the companies that...