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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. 03

Ep. 6: Smiling until customers smile back

Mar 18, 2014

Linda Verba of TD Bank and Brian Andrews, formerly of Intuit, discuss the difference between Net Promoter Score and Net Promoter System (11:22), accountability within the system (22:41) and the importance of authentic, human employees (30:34).

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Ep. 5: NPS pilots at Herman Miller

Mar 7, 2014

Pam Carpenter talks about the office-furniture maker's NPS pilots (2:06), lessons about e-mail surveys (5:05), how to write effective feedback requests (13:28) and how to turn feedback into action (29:22).

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