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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.

Aug 10, 2017

What do customers really want when they buy a product? Some benefits are fairly obviousconvenience and quality, for example.

But some customers, even those in business-to-business (B2B) markets, are seeking far more from their purchaseshope, self-actualization and motivation.

Bain Partner Eric Almquist returns to...


Jul 27, 2017

When faced with a scrappy challenger, it's not hard for established brands to lose sight of their core customers, especially if they're in a highly competitive market.

These situations usually arise when an established brand starts to lose market share to a buzzworthy upstart. When that happens, a company's leaders...


Jul 13, 2017

What if a company wants to adopt the Net Promoter System, but lacks the resources and time to fully implement each aspect of the framework? Is something better than nothing?

In this episode, Rob Markey welcomes back Maurice FitzGerald, the retired vice president of customer experience at HP Software and author of Net...


Jun 29, 2017

Telecom executives are under pressure from their customers, shareholders and other stakeholders to become more digital, to exploit the new technologies and opportunities that will enable them to deliver more services and operate more efficiently.

Some companies approach their digital transformation as a series of boxes...


Jun 8, 2017

In the old days, shop owners were on a first-name basis with their customers. Of course, the owners cultivated these relationships within their communities for years, allowing for the intimacy that so many companies aspire to today.

It's tough to achieve—top leaders often drift further away from the front lines as a...