The Net Promoter System Podcast – Customer Experience Insights from Loyalty Leaders
Ep. 20: Making customers royally happy
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.
Horst Schulze, CEO of Capella Hotel Group and one of the
founders of Ritz-Carlton, reflects on what it takes to set a high
bar for service (7:34), engage employees (16:02) and earn
customers' enduring loyalty (38:31).
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.