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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.

  1. All Episodes
  2. 2014
  3. 02

Ep. 4: Seeking the right answers at Vanguard

Feb 21, 2014

Martha King discusses the firm's Net Promoter System journey (6:08), including recent pilots that aim to collect better touchpoint feedback (18:55). She also offers advice to others who are considering adopting the system (47:02).

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Ep. 3: Making the grade at City Year

Feb 11, 2014

Gillian Smith explains how the nonprofit uses the Net Promoter System to gauge its impact on schools it serves (10:04) and employee engagement (17:20). She also shares what she wishes she knew before she started using NPS (30:56).

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