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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.

Jan 23, 2014

Fred Reichheld talks about the challenges companies face in engaging employees (8:45), the question of linking NPS to compensation (18:05) and how Net Promoter can enhance innovation (30:15).

Jan 23, 2014

Michael Ramirez and Pam Carpenter discuss how the office furniture maker approaches customer loyalty (10:35), gathers feedback (16:33) and turns scores into action (31:38).