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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.

Apr 7, 2016

VimpelCom is one of the largest telecom companies in the world, but a few years ago the company started facing more competition from a new crop of Internet-based rivals. The company decided to become more serious about its mission to focus on customers, adopting the Net Promoter System to guide its efforts. To gauge its progress, VimpelCom used Bain's Net Promoter System assessment tool to identify weak spots. In this episode, Rob Markey talks to VimpelCom executives Anton Telegin and Natalia Macpherson about what it took for the company to make this cultural shift.