Preview Mode Links will not work in preview mode

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.

Jan 11, 2018

When responding to an angry customer, few words are as effective as "I'm sorry." And yet, it's so hard for some people to apologize sincerely. Why?

In this episode, host Rob Markey welcomes back Maurice FitzGerald, retired vice president of customer experience at HP Software and author of Net Promoter—Implement the...


Dec 14, 2017

How does a customer's country of origin affect the feedback they provide about service experiences? Are certain countries home to naturally tough critics? Do people in some countries view rating scales differently?

Cultural differences play a role in Net Promoter feedback, but to a far lesser degree than many...


Nov 30, 2017

Despite companies’ best efforts to engage their teams, more than half of employees say they are uninspired and dissatisfied in their roles, according to Bain research. Only 19% of employees say they’re inspired and satisfied—a huge opportunity for companies that learn to tap their teams’ potential.

We’ve spent...


Nov 16, 2017

Building internal support for a fledgling Net Promoter System can be one of the biggest challenges of getting such an effort off the ground. It requires leaders to not only have a strong grasp of loyalty economics and the company's strategy, but the softer skills necessary to inspire and teach employees to do the right...


Nov 2, 2017

No industry has escaped the disruption of digital technology. Advertising is no exception.

Ad agencies, which previously thrived in what was once a loyalty-based industry, are now facing new competition as they struggle to hold on to client relationships. Advertising fee structures have also changed, along with customer...