Preview Mode Links will not work in preview mode

The Net Promoter System Podcast – Customer Experience Insights from Loyalty Leaders

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.

Oct 10, 2019

One of the most important, and difficult, roles of any leadership team is to instill in the workforce a culture and sense of purpose. Back in 2014, I did a podcast interview that put this challenge in simple, stark terms that have stayed fresh in my memory. That’s largely thanks to my guest at the time, the inimitable...


Sep 26, 2019

Horst Schulze is famous for being the visionary co-founder of the Ritz-Carlton and Capella hotel groups. They are two brands that set the bar for luxury service, and yet, Horst will tell you, his vision of luxury depends on employees how share that vision and feel a true sense of purpose to deliver it every day.


Sep 12, 2019

Former GE executive Beth Comstock has a long and successful track record of finding stories within a company and using them to create strategies, build entrepreneurial teams and take imaginative risks. The author of the recent book Imagine It Forward: Courage, Creativity, and the Power of Change, Beth spent nearly three...


Aug 15, 2019

For Francesco Lagutaine, Manulife Asia's chief marketing and experience design officer, Asia is a market of contradictions. On  the one hand, insurance products are relatively new to the region, so simply delivering well and reliably on business basics will still wow customers. On the other hand, customers...


Jul 18, 2019

Most of us think about Uber as a true digital disrupter. Yet, there is a very large human side to Uber. When a driver, a rider or “an eater” (someone ordering food through Uber Eats) needs help resolving something that can’t be addressed purely in-app, they contact Community Operations, an organization of...