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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. 202: Carolyn Saunders | Customers Want to Be Heard: Can You Use Feedback to Build Relationships?

Ep. 202: Carolyn Saunders | Customers Want to Be Heard: Can You Use Feedback to Build Relationships?

Jul 14, 2022

In this episode, Carolyn Saunders, former senior vice president, Consumer & Small Business (Retail), International Banking, for Scotiabank and current Bain external advisor, and Rob Markey discuss how enhancing relationships with customers and prioritizing frontline employees’ learning opportunities builds rapport vs. merely building up scores.

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If you’d like to learn more about Carolyn Saunders, you can find her on LinkedIn.