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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. 2018
  3. 09

Ep. 140: Comcast’s Charlie Herrin | How Follow-up Calls Can Inspire Change

Sep 20, 2018

Follow-up calls offer an opportunity to hear real customers describe, in detail, the things that make them love your company, or not. And they can involve senior executives in learning what it’s like to be an average customer or an average frontline employee—to get out of the mindset of “corporate” and into...

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Ep. 139: Comcast’s Charlie Herrin | Inside a Cable Giant’s Net Promoter Turnaround

Sep 6, 2018

Cable company executives know they have shaky relationships with many customers. In fact, most have been working to improve their customer experience. And one or two are taking truly radical steps to improve. Comcast, one of the biggest Internet providers in the US, is among those working hardest to earn more trust and...

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