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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 16, 2017

Building internal support for a fledgling Net Promoter System can be one of the biggest challenges of getting such an effort off the ground. It requires leaders to not only have a strong grasp of loyalty economics and the company's strategy, but the softer skills necessary to inspire and teach employees to do the right...

Nov 2, 2017

No industry has escaped the disruption of digital technology. Advertising is no exception.

Ad agencies, which previously thrived in what was once a loyalty-based industry, are now facing new competition as they struggle to hold on to client relationships. Advertising fee structures have also changed, along with customer...

Oct 19, 2017

Begging customers for strong scores. Only seeking feedback from customers who had positive outcomes. Altering contact information to make dissatisfied customers hard to reach.

When it comes to gaming the Net Promoter System, we've seen it all and one thing is always clear: When employees intentionally undermine a...

Oct 5, 2017

Airbnb launched 10 years ago when roommates Brian Chesky and Joe Gebbia decided to rent out an air mattress on the floor of their San Francisco living room to make a few extra bucks. Now it's a $31 billion hospitality giant that has created a whole new category of lodging.

Airbnb's unique business model, which allows...

Sep 21, 2017

The statistical validity of the Net Promoter Score depends on response rates; the higher the rate, the greater the accuracy. Low response rates can easily undermine a company's Net Promoter System, causing leaders to overlook burgeoning problems or wrongly assume that customers are happy.

In this episode, host Rob...