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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.

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  2. Ep. 123: Michael Farmer | Inside Madison Avenue's Loyalty Challenge

Ep. 123: Michael Farmer | Inside Madison Avenue's Loyalty Challenge

Nov 2, 2017

No industry has escaped the disruption of digital technology. Advertising is no exception.

Ad agencies, which previously thrived in what was once a loyalty-based industry, are now facing new competition as they struggle to hold on to client relationships. Advertising fee structures have also changed, along with customer expectations.

In this episode, host Rob Markey talks to advertising industry expert Michael Farmer, author of Madison Avenue Manslaughter: An Inside View of Fee-Cutting Clients, Profit-Hungry Owners and Declining Ad Agencies. His firm, Farmer & Co., advises advertising agencies on business strategy, giving him a front-row seat to the industry's dramatic shifts. Michael shares his observations of the changing ad industry and lessons for other companies.