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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. 2018
  3. 10

Ep. 142: Q&A with Maurice FitzGerald | The Empathy Remedy in Healthcare

Oct 26, 2018

Medical outcomes matter, but they're not the only factor in patient satisfaction. A provider's ability to communicate and express empathy are also critical to the customer experience in healthcare. 

Host Rob Markey welcomes back Maurice FitzGerald, retired vice president of customer experience at HP Software and author...

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Ep. 141: Jeanne Bliss of CustomerBliss | It’s Still About Humans Helping Humans

Oct 11, 2018

Host Rob Markey welcomes back Jeanne Bliss, author of the new customer experience book, Would You Do that to Your Mother?

In her book, she argues that companies need to humanize the customer experience to help their employees provide the service that customers want. 

Jeanne also advises senior leaders as founder and...

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