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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.

Mar 2, 2017

Steve Jobs. Charles Schwab. Howard Schultz. They all spotted an unmet customer need and made it their mission to meet it. They also founded iconic companies that started out as disruptors only to struggle as bureaucracy and distraction set in. In each case, it took the founder’s return to get the company back...


Feb 24, 2017

Rob Markey discusses how he became a Net Promoter convert with Fred Reichheld, inventor of the Net Promoter Score.


Feb 16, 2017

Millennium Mat has developed a unique culture in which employees make production decisions for their teams and share in the financial benefits of their success. The leaders of these teams are called CEOs and they make all of the hiring and production decisions. Their employees, whom Millennium calls partners,...


Feb 2, 2017

Large companies live and die by traditional financial forecasts—earnings estimates, sales targets and so forth. After all, it’s how the market measures their value and whether they’re worthy of investment.  

The intense pressures to meet these goals can cause some executives to make short-term cuts that can...


Jan 26, 2017

The Net Promoter System's "outer loop" is used to prioritize and address problems that can't be resolved by individuals or small teams. Rob Markey discusses why a robust, rigorous and transparent "outer loop" is essential to a solid Net Promoter System in this short episode. 

Read more: The Net Promoter System's Outer...