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).
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).
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).
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).
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).
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).
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).
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).
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).
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).
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).
Howard Behar, who spent almost two decades at Starbucks, discusses the importance of letting employees be themselves (9:41) and encouraging creativity (14:35), and the origins of the Frappuccino (27:47).
Chad Keck of Promoter.io discusses his experience with the Net Promoter System (4:02), his goals to simplify feedback collection (16:11) and what's next for his company (46:40).
Bain Fellow Fred Reichheld returns to the podcast to discuss the employee engagement tool he's developing (3:44), the power of teams (14:45) and the state of surveys (22:37).
Peter Fader, co-director of the Wharton Customer Analytics Initiative at the University of Pennsylvania, talks about using data to understand consumers (5:20), become more customer-centric (13:08) and target the most valuable customers (32:22).
Bain & Company Partner Gerard du Toit talks about the struggle banks face in attracting new customers (7:25), the companies that have made the biggest strides in service (23:32), and the importance of digital tools in fostering loyalty (31:14).
Horst Schulze, CEO of Capella Hotel Group and one of the founders of Ritz-Carlton, reflects on what it takes to set a high bar for service (7:34), engage employees (16:02) and earn customers' enduring loyalty (38:31).
Host Rob Markey and Herman Miller's Pam Carpenter talk about the challenges of enacting cultural change (8:31), the benefits of a customer advocacy office (15:56) and the company's process for choosing technology support for its Net Promoter efforts (31:20).
Amy Pressman, co-founder of Medallia, talks about the customer experience company's NPS work (5:46), the unique tactics of customer-centric companies (8:02) and the importance of sharing feedback with front-line employees (16:33).
Pam Carpenter and Michael Ramirez talk about the next steps in Herman Miller's NPS journey (3:16), the challenges of turning feedback into action (15:37) and lessons they've learned (36:35).
Adam Ramshaw, founder of Genroe, talks about common mistakes companies make when they adopt the Net Promoter System (11:28), his views on benchmarking (25:16) and how service companies are looking to manufacturing for new ways to improve performance (40:24).
Herman Miller's Pam Carpenter returns to the podcast to discuss the company's NPS pilot efforts (5:55), its response rates (16:04) and an experiment that's giving the company a window into the customer experience (34:59).
Tony Ezell, vice president of global market research at Eli Lilly & Co., discusses how trust (7:10) and a company's culture (21:22) play a role in developing loyalty, and the dangers of "invisible fence syndrome" (23:00).
Rob Markey talks to Humm CEO Bernard Briggs and Robert Irvine, host of the Food Network's Restaurant: Impossible, about Humm's customer service tools (11:30), the surprising lessons of real-time feedback (15:13) and what's next for the company (41:21).
Rob Markey talks to Ruth Veloria, executive dean of the University of Phoenix School of Business, about the unique challenges of a for-profit college (4:41), how it's using NPS to improve the student experience (7:23) and the benefits of real-time feedback (10:24).