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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.

Aug 5, 2021

The Royal Bank of Scotland (RBS), now part of NatWest Group, is older than some of the world’s countries. For much of that time, the very essence of the bank was to put its customers first. But in more recent history, the storied bank had lost sight of that mission, says Paul Smith, director of customer insights and marketing at NatWest Group. In this episode of the Net Promoter System podcast, Paul talks about the journey back: From an old-line and challenged bank into a customer-focused organization that is now part of NatWest Group.