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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.

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...


Jul 11, 2019

When veteran leader Amy Cribbs took on the challenge of improving customer experience at Vanguard, the world’s largest mutual fund company, she felt ready for the challenges of adopting new, Agile ways of working. But her experience proved to be full of surprises. A expected, the new cross-functional teams...


Jun 27, 2019

When Vanguard, the customer loyalty leader in its industry, decided it needed to do more to keep pace with rapidly changing client expectations, that meant more than just investing money in client experience or in digital or mobile technologies. It meant shifting to new ways of working that would give Vanguard...