The Net Promoter System Podcast – Customer Experience Insights from Loyalty Leaders
Ep. 26: The engine that drives customer loyalty in B2B
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.
Lori Cobb and Dave Crompton, executives at the engine maker
Cummins, discuss their Net Promoter System efforts (11:40), the
complexities of B2B markets (15:09) and what it takes to forge an
outwardly focused culture (32:54).
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.