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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 28, 2016

Earning goodwill among your customers isn't enough to ensure long-term growth. Leaders must also create the conditions that enable and encourage loyal customers to do what they’re inclined to do anyway. They have to offer customers a continuing stream of products or services that stand out from the competition. They...

Jan 22, 2016

Customer feedback is pointless if a company doesn't use it to improve the customer experience. To create loyalty, Net Promoter System companies use this input to address individual customers' concerns and inform systemic improvements, explains Rob Markey in this Net Promoter System Podcast short.

Jan 7, 2016

Greatness doesn't come just from getting the managerial levers right. It comes from inspiration, from people at every level feeling excited about doing the right thing by customers. That's the objective that underlies a CEO's commitment to focus on customers, to lead by example and to coach others in the organization....