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.

Ep. 26: The engine that drives customer loyalty in B2B

Dec 11, 2014

Lori Cobb and Dave Crompton, executives at the engine maker Cummins, discuss their Net Promoter System efforts (11:40), the complexities of B2B markets (15:09) and what it takes to forge an outwardly focused culture (32:54).

Ep. 25: Brewing loyalty at Starbucks

Dec 4, 2014

Howard Behar, who spent almost two decades at Starbucks, discusses the importance of letting employees be themselves (9:41) and encouraging creativity (14:35), and the origins of the Frappuccino (27:47).

Ep. 24: The challenge of radical simplicity

Nov 13, 2014

Chad Keck of Promoter.io discusses his experience with the Net Promoter System (4:02), his goals to simplify feedback collection (16:11) and what's next for his company (46:40).

Ep. 23: The magic of engaged, empowered employees

Nov 6, 2014

Bain Fellow Fred Reichheld returns to the podcast to discuss the employee engagement tool he's developing (3:44), the power of teams (14:45) and the state of surveys (22:37).

Ep. 22: There's no such thing as an "average" customer

Oct 30, 2014

Peter Fader, co-director of the Wharton Customer Analytics Initiative at the University of Pennsylvania, talks about using data to understand consumers (5:20), become more customer-centric (13:08) and target the most valuable customers (32:22).