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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.

Feb 14, 2019

When I rent a car, I too often find myself waiting in line for the service desk, wondering why my car wasn’t ready and waiting for me, as promised. 

Now I can test my hypotheses against the real world experience of this week’s guest, Eric Smuda. He led customer experience practices for two different giants of the rental car industry, Avis Budget Group and Hertz. He draws back the black curtain, and reveals what it’s like to deliver a car to a customer, from behind the scenes.