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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 23, 2017

One of the great philosophers said that a person who sets out to be happy probably won't achieve his goal. On the other hand, if a person sets out to help others and make the world a better place, he will probably end up happy.

The same logic applies to companies that set the vague goal of maximizing shareholder value,...


Mar 16, 2017

By focusing on a single question, the Net Promoter System eliminates unnecessary complexity. Rob Markey and Fred Reichheld, inventor of the Net Promoter Score, explain the origins of the "likelihood to recommend" question. 


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...