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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.

Dec 10, 2015

Mobile phone stores increasingly depend on loyalty economics to drive their businesses. As a result, every customer interaction in one of these stores is vital. It’s a chance to wow a customer with a great experience, or to frustrate them with long waiting times, pushy salespeople or poorly trained technicians. Yet store owners generally struggle to get enough customer feedback to know how their customers’ purchasing experience feels to them, or what needs to be improved. Jimmy Salamanca, who runs six U.S. Cellular stores, discusses how he uses Fosubo, a feedback collection tool that uses text messaging, to gauge the customer experience. Fosubo CEO Misa Chien joins the discussion to explain how the tool works.

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