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

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 Breaking Down Barriers, explores the role of silos in the financial crisis and in our everyday lives. “Silos exist for the very simple reason that we’re human,” she says.