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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.

Nov 30, 2018

Big things have been happening at Citizens Financial Group, the New England-based financial services company. After spending 26 years as part of the Royal Bank of Scotland, the company returned to the public market in a 2014 initial offering that raised $3 billion. And the bank has been undergoing a multiyear turnaround effort that has put customers at the center of its business.

In this episode, Rob Markey talks to Beth Johnson, chief marketing officer and head of virtual channels for Citizens Bank. She has been a key player in these efforts since she joined the company in 2013.