Dec 22, 2015
Unless you know how much more valuable your top customers are, you are flying blind. It's impossible to know how much to invest in efforts to create and retain more of these customers. In this Net Promoter System Podcast short, Rob Markey explains how companies use the Net Promoter System to understand the needs of...
Dec 17, 2015
If you’re struggling to find pants that fit, the last place you probably turn is the Internet. But men's clothing retailer Bonobos is using customer service, feedback and design to challenge this assumption. On the latest episode, Bonobos Cofounder Andy Dunn shares his philosophy for creating memorable customer...
Dec 10, 2015
Mobile phone stores increasingly depend on loyalty economics to drive their businesses. As a result, every customer interaction in one of these stores is vital. It’s a chance to wow a customer with a great experience, or to frustrate them with long waiting times, pushy salespeople or poorly trained technicians. Yet...
Dec 3, 2015
Why are so many of the global loyalty leaders run by their founders or their founders’ family members? What do they do that increases their ability to achieve and sustain customer loyalty? James Allen, head of Bain's Strategy practice, has studied successful founder-led companies in great detail. On the podcast, he...