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).
Rob Markey checks back in with Herman Miller's Michael Ramirez and Pam Carpenter about how a small pilot had a big effect (5:06), the challenge of rallying employees to address a single complaint (6:30) and identifying the ROI of doing so (11:30), why middle-management needs those numbers (18:24) and how the economics vary by customer segment (36:00).
Richard Watts, who led the adoption of the Net Promoter System at Progressive, the insurance company, talks with Rob Markey about what led an analytical company to choose such a simple measure (4:22), challenges to adoption (7:44), how NPS became one of the company's key metrics (14:21) and what he would do differently if he had to do it all over again (29:22).
Borge Hald, founder and CEO of Medallia, explains how the company captures a wide variety of customer feedback and shares it with company employees (6:50), how Medallia got its start in the hotel business during a difficult time (8:15), the importance of company cultures that treasure feedback (28:28) and what he thinks the future of customer feedback will look like (41:25).
Mattersight CEO Kelly Conway talks with Rob Markey about algorithms that analyze customer calls in near-real time (5:52), implementing them in call centers (17:18), client success stories (34:17) and matching employees to your customers' predominant personality (38:48).
In part two of Rob's discussion with Linda Verba of TD Bank and Brian Andrews, formerly of Intuit, they talk about what happens in NPS Loyalty Forums and discuss the importance of senior leadership support for NPS initiatives (5:23), loyalty across a broad range of industries in Asia (8:23), the need to selectively tackle NPS opportunities (20:10) and a problem with pasta on a plane (28:30).
Linda Verba of TD Bank and Brian Andrews, formerly of Intuit, discuss the difference between Net Promoter Score and Net Promoter System (11:22), accountability within the system (22:41) and the importance of authentic, human employees (30:34).
Pam Carpenter talks about the office-furniture maker's NPS pilots (2:06), lessons about e-mail surveys (5:05), how to write effective feedback requests (13:28) and how to turn feedback into action (29:22).
Martha King discusses the firm's Net Promoter System journey (6:08), including recent pilots that aim to collect better touchpoint feedback (18:55). She also offers advice to others who are considering adopting the system (47:02).
Gillian Smith explains how the nonprofit uses the Net Promoter System to gauge its impact on schools it serves (10:04) and employee engagement (17:20). She also shares what she wishes she knew before she started using NPS (30:56).
Michael Ramirez and Pam Carpenter discuss how the office furniture maker approaches customer loyalty (10:35), gathers feedback (16:33) and turns scores into action (31:38).