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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.

Feb 16, 2017

Millennium Mat has developed a unique culture in which employees make production decisions for their teams and share in the financial benefits of their success. The leaders of these teams are called CEOs and they make all of the hiring and production decisions. Their employees, whom Millennium calls partners, are expected to bring forth their performance-improving ideas.

Companies of all sizes and in all industries could learn a lot from Millennium’s approach, which has propelled its business to almost 40 countries.

In this episode, Millennium Mat’s founder Ian Malpass discusses what it takes to forge a culture that’s truly self-directing and self-correcting.