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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.

Jan 29, 2015

Satmetrix CEO Richard Owen discusses his company's approach to customer experience management (3:50), the use of social media as a feedback tool (22:30) and the future of surveys (29:10).