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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.

Jun 16, 2022

In this episode, Ilenia Vidili, a customer-centricity adviser and author of Journey to Centricity, and Rob Markey discuss why connecting to customers means understanding what they value. When companies use their voice to stand up for something they truly believe in or to advance and improve society, customers notice.


May 26, 2022

In this episode, Jon Picoult, founder and principal at Watermark Consulting, and Rob Markey discuss why creating fewer problems for consumers drives more value interactions and how to deliver a cost-effective experience customers value long term.

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May 12, 2022

In this episode, Barbara Higgins, former chief customer officer of Duke Energy, and Rob Markey discuss what customer loyalty in the utility industry looks like as well as Barbara's strategies and techniques to cultivate lasting trust.

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Apr 28, 2022

In this episode, Dr. Jason Guardino of The Permanente Medical Group and Rob Markey discuss how healthcare organizations like Jason’s are helping physicians and care facilities create meaningful and valuable patient experiences that promote better care outcomes.

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Apr 7, 2022

In the workplace, biased language and treatment can often slip by without consequence, leaving those discriminated against feeling powerless or unheard. But Just Work cofounders Trier Bryant and Kim Scott believe integrating bias disruptors in the workplace can help all who experience or observe bias speak up and...