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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.
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The Net Promoter System Podcast
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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 20, 2015

In honor of the podcast's 50th episode, Rob Markey highlights some of his favorite stories and lessons from podcast guests, including former Disney executive Lee Cockerell (2:05), hotelier Horst Schulze (9:53) and JetBlue's Bonny Simi (19:49).

Aug 13, 2015

Joshua Rossman, who leads loyalty efforts at eBay, discusses the early challenges the company faced as it adopted the Net Promoter System (2:30), the importance of building trust (13:20) and what it takes to become customer-centric (38:45).

Aug 6, 2015

Leela Srinivasan of restaurant reservation service OpenTable discusses the challenges of running a restaurant (8:10), shares key lessons from Net Promoter feedback (12:20) and talks about the company's mobile payment app (23:21).

Jul 23, 2015

Bain's Fred Reichheld returns to the podcast to share his early experiences with team huddles (1:50), the ways that companies use them to connect employees to the larger business mission (7:45), and tips to make them more effective (31:55).

Jul 9, 2015

Jeanne Bliss, who pioneered the role of chief customer officer, discusses the dangers of reactionary behavior (3:00), the traits of an effective chief customer officer (15:30) and the companies she admires (23:50).

Jul 2, 2015

Bonny Simi, vice president of talent at JetBlue, shares the airline's approach to inspiring employees (8:00), encouraging teamwork (10:45) and creating a culture that puts customers first (23:05).

Jun 25, 2015

Ann Goggins Gregory and Mark Andrews of Habitat for Humanity discuss their efforts to pilot the Net Promoter System with volunteers (9:27), the surprising clarity that open-ended questions can provide (16:00) and the complexities that come with running a major nonprofit (30:00).

Jun 18, 2015

Birchbox cofounder Hayley Barna discusses how the beauty e-commerce company got its start (3:02), how it rigorously tracks customer buying behavior (14:36) and its decision to open physical stores (27:46).

Jun 11, 2015

Telecom executive John Dwyer discusses the benefits of the Net Promoter System's outer loop process (13:45), the company's approach to delighting mobile customers (16:10) and its strategies for supporting frontline employees (27:09).

May 21, 2015

Former Disney executive Lee Cockerell shares what it takes to maintain high-quality service at the company's theme parks and resorts (4:52), anticipate customers' needs (16:41) and spread that signature Disney magic (26:52).

May 14, 2015

Alan Balmer and Fernando Cadena of Elwood Staffing discuss how they use Net Promoter to improve conditions for employees in temporary placements (18:34), build lasting relationships (35:28) and improve the staffing experience for clients (42:43).

May 7, 2015

Dave Gilboa, cofounder of the eyewear company Warby Parker, discusses his mission to change the way consumers buy glasses (5:20), the decision to open physical stores (18:56) and how the company uses Net Promoter to maintain a strong customer experience (32:11).

Apr 23, 2015

Bain Fellow Fred Reichheld discusses the risks of tying Net Promoter Scores to compensation (4:00), the consequences of gaming a feedback system (11:33) and what it takes to get to the true root cause of a complaint (17:49).

Apr 16, 2015

Jim Clark of the Steamboat Springs Chamber Resort Association and Rob Perlman of the Steamboat Ski and Resort Corporation discuss when led them to gauge visitor sentiment across their town (6:40), what they learned (12:10) and how they're improving the tourist experience (21:26).

Apr 9, 2015

Harry's cofounder Andy Katz-Mayfield discusses what inspired him to enter the razor market (4:40), his company's personal approach to customer service (21:23) and the challenges of building a customer-centric culture at a growing company (32:07).

Mar 26, 2015

Bain Fellow Fred Reichheld discusses the Net Promoter System's inner loop mechanism for collecting and sharing feedback (9:56), the qualities that make NPS popular worldwide (17:09) and the perils of using mystery shoppers (24:10).

Mar 12, 2015

Delighted CEO Caleb Elston discusses his company's Net Promoter origins (3:29), its minimalist approach to feedback (9:00) and how its clients use its software to understand customers (39:21).

Mar 5, 2015

Safelite AutoGlass CEO Tom Feeney discusses what it takes to make car repairs less painful (12:23), teach customer-centric behaviors to staff (18:14) and inspire cultural change (30:23).

Feb 26, 2015

Bain Partner Michael Mankins discusses what it takes to truly engage employees (8:59), tactics for managing star players (20:50) and the importance of inspirational leadership (26:17).

Feb 12, 2015

Gautam Mahtani of Customer Feedback Systems LP, along with Phil Fegan and Sarah Cooper of HealthCare Partners of Nevada, discuss their strategies for collecting patient feedback (4:24), addressing the unique needs of healthcare providers (29:28) and organizational changes designed to improve care (33:26).

Feb 5, 2015

Jennifer Cunningham of Cornell University and Linda Reed of Stanford discuss the crucial role of college alumni (16:33), how they use Net Promoter System to build loyalty (25:30) and their strategies for following up with detractors (46:59).

Jan 29, 2015

Satmetrix CEO Richard Owen discusses his company's approach to customer experience management (3:50), the use of social media as a feedback tool (22:30) and the future of surveys (29:10).

Jan 22, 2015

Omar Hashem, chief customer officer of the National Commercial Bank of Saudi Arabia, discusses his role as a customer advocate (9:35), the challenges he encounters (14:08) and the Net Promoter System's impact on his company (31:08).

Jan 15, 2015

Andrew MacPherson of the UK National Health Service talks about the organization's Friends and Family Test (15:12), the challenges of measuring customer service in healthcare (17:36) and what's next for its Net Promoter program (46:34).

Dec 11, 2014

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).

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