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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.

Nov 18, 2016

It’s a question just about every manager wrestles with: How do I get my employees to do what I want them to do? How do I get them to be more empathetic to customers? To take feedback and make meaningful changes?

Obviously, fair pay is essential, but there’s far more to it. After all, motivating people requires tapping into deep emotional needs for autonomy, purpose and affiliation.

In this episode, Rob Markey talks to Daniel Pink, author of the 2011 best-seller Drive: The Surprising Truth About What Motivates Us. In the book, Daniel breaks down the scientific research on motivation and explains why simple carrot-and-stick approaches rarely result in the behaviors that companies want. 

Recommended reading: Your Best Employees Work for Love, Not Money