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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. 82: When Customers Speak Their Minds

Ep. 82: When Customers Speak Their Minds

Jun 23, 2016

 

A number rarely tells the whole story. That's why leading Net Promoter companies ask customers to discuss their experiences in their own words.  

Bain Fellow Fred Reichheld returns to the podcast to talk about the shortcomings of multiple-choice surveys, the power of verbatim feedback and some common customer service myths.