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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.

  1. All Episodes
  2. 2014
  3. 09

Ep. 19: Cultural change: More than a mission statement

Sep 18, 2014

Host Rob Markey and Herman Miller's Pam Carpenter talk about the challenges of enacting cultural change (8:31), the benefits of a customer advocacy office (15:56) and the company's process for choosing technology support for its Net Promoter efforts (31:20).

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Ep. 18: Letting feedback speak for itself

Sep 4, 2014

Amy Pressman, co-founder of Medallia, talks about the customer experience company's NPS work (5:46), the unique tactics of customer-centric companies (8:02) and the importance of sharing feedback with front-line employees (16:33).

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