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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.

Nov 11, 2021

After the murder of George Floyd in May 2020, USAA took a public stance on racial justice. But Tony Wells, USAA’s chief brand officer at the time, says the organization’s conversation began privately. Given the company’s history of strong internal communication and employees’ deep sense of mission, Wells believed that they were set up for successful discussions and change.