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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, 2018

Rob Markey talks to Bain Partner Jeff Melton, co-leader of Bain Simple & Digital, an approach that helps companies apply digital technology where it matters. Jeff discusses the importance of choosing the right metrics to gauge a customer episode and what happens when companies choose the wrong ones.


Mar 1, 2018

Dell has been collecting customer feedback since Michael Dell dropped out of college three decades ago and founded the company. It's part of the company's DNA.

The computer maker began its Net Promoter journey a decade ago when it was trying to connect customer satisfaction with economic outcomes. Now the company has a...


Feb 8, 2018

Rob Markey welcomes Griff and Hunter Jaggard, the brothers behind the FireDisc, a portable propane cooking surface that has become required gear among outdoor enthusiasts. They launched their company in 2010 with a tractor plow disc and an idea inspired by their Texas childhoods, and they have been using Net Promoter...


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...