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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.

Mar 26, 2020

A decade ago, when Roger Martin was dean of the Rotman School of Management at the University of Toronto, he called for a shift away from the business world’s focus on maximizing shareholder value to a new era in which value for customers and the value of customers would take primacy. He called it “The Age...

Mar 12, 2020

In the second part of our conversation about customer-based corporate valuation, Dan McCarthy of Emory University’s Goizueta Business School and cofounder of Theta Equity Partners explains how investor—and executive—behavior would change if companies had to disclose metrics that revealed the true strength of their...