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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.

Jun 13, 2019

Andrew Clayton, global head of customer experience at E.ON, talks to Rob about how you inspire an organization to respond to customer feedback, not once or twice, but continuously, with unflagging energy. Since the early 2000s, he has scaled sustainable NPS programs at three major companies, Allianz, Bupa, and now...


Jun 6, 2019

Alex Terpstra, head of innovations at ABN AMRO Bank, was born and raised for customer service. His father, a retailer in the Netherlands, never failed to remind young Alex who put food on the family’s table. “Every day on our dinner table we were talking about customers.” On this episode of the Net Promoter System...


May 23, 2019

A recent Wall Street Journal article ran under a catchy headline, “The Dubious Management Fad Sweeping Corporate America.” The dubious management fad, according to the article, is the Net Promoter Score. Of course, the headline bothered me and my podcast guest, Maurice FitzGerald, the former vice president of...


May 16, 2019

IBM used to collect customer feedback through longitudinal surveys—until Kathy McGettrick, the vice president of market development and insights at IBM, realized the surveys put all responsibility for creating quality experiences on IBM's sellers and ignored other aspects of the customer experience. So Kathy launched...


May 2, 2019

Razia Richter’s path to the executive suite at Petco took her on a wild, winding tour of the company’s operations and back-office functions, from accounting to inventory analytics to supply chain, to name a few. By the time Razia was put in charge of Petco’s customer experience and the adoption of the Net Promoter...