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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. 2020
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Ep. 171: Gillian Tett of the Financial Times | Stop Busting Silos; Instead, Make Them Work for You

Jan 23, 2020

Silos are deeply rooted in human nature. We should stop complaining about them and instead ask: How can we harness the tribal behavior that generates silos to create value for customers? To learn more, I turned to Gillian Tett of the Financial Times. Her book, The Silo Effect: The Peril of Expertise and the Promise of...

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Ep. 170: Airbnb’s Raj Sivasubramanian | Will Customers Really Leave Feedback via Video?

Jan 9, 2020

In this podcast, Raj Sivasubramanian, customer experience insights manager at Airbnb, explains how Airbnb is experimenting with a system that makes it easy for customers to provide video feedback. I admit, I was skeptical. But Raj explains why that often provides longer, more detailed and often richly emotional...

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