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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. 2015
  3. 02

Ep. 32: The real secret of employee engagement

Feb 26, 2015

Bain Partner Michael Mankins discusses what it takes to truly engage employees (8:59), tactics for managing star players (20:50) and the importance of inspirational leadership (26:17).

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Ep. 31: Taking the pulse of patient care

Feb 12, 2015

Gautam Mahtani of Customer Feedback Systems LP, along with Phil Fegan and Sarah Cooper of HealthCare Partners of Nevada, discuss their strategies for collecting patient feedback (4:24), addressing the unique needs of healthcare providers (29:28) and organizational changes designed to improve care (33:26).

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Ep. 30: Planning the marriage (not just the wedding)

Feb 5, 2015

Jennifer Cunningham of Cornell University and Linda Reed of Stanford discuss the crucial role of college alumni (16:33), how they use Net Promoter System to build loyalty (25:30) and their strategies for following up with detractors (46:59).

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