The Net Promoter System Podcast – Customer Experience Insights from Loyalty Leaders
Ep. 14: Breaking down the "invisible fence"
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.
Tony Ezell, vice president of global market research at Eli
Lilly & Co., discusses how trust (7:10) and a company's culture
(21:22) play a role in developing loyalty, and the dangers of
"invisible fence syndrome" (23:00).
Companies around the world are using the Net Promoter System to deliver the voice of the customer to employees inside their operations and increase loyalty and customer lifetime value. Loyal customers spend more, stay longer and tell their friends about a company’s products and customer experience. The Net Promoter System Podcast, hosted by Bain Partner Rob Markey, digs deep into the insights and stories of leading Net Promoter practitioners and customer experience experts to find out how companies can keep customers coming back.