Companies around the world are using the Net Promoter System to deliver the voice of the customer to employees inside their operations and increase loyalty and customer lifetime value. Loyal customers spend more, stay longer and tell their friends about a company’s products and customer experience. The Net Promoter System Podcast, hosted by Bain Partner Rob Markey, digs deep into the insights and stories of leading Net Promoter practitioners and customer experience experts to find out how companies can keep customers coming back.
Ep. 184: Caliber Collision's Steve Grimshaw | Restoring Customers to the Rhythm of Their Lives
Few people are loyal to a body shop. Instead, people find them, literally, by accident: after a fender bender, most customers select a shop from their insurer’s direct repair program. But when Steve Grimshaw, executive chairman of Caliber Collision, first took over as CEO of the body shop company in 2009, he realized that with repair experiences often driving insurer policy renewals and most body shop business coming from insurer referrals, customer satisfaction matters a lot.
Ep. 183: Lori Cobb | Give Customers a Voice in Powering Your Company’s Operations
Lori Cobb found her passion in a leadership role at Cummins Inc. that included responsibility for customer experience and insights: “I love solving problems, and I particularly enjoy solving customer problems,” she says. “And customers were hungry to have somebody just listen to what their needs are.” Today, she’s CEO of Mockingbird Ventures and a principal of AIM Advisory Services. In this episode, she shares some of the lessons she learned on her journey into customer centricity.
Ep. 182: Darrell Rigby | Agile Is Not Just a Method, It’s a Mindset
Darrell Rigby believes passionately that Agile is the future. “I do believe that this is the way that companies will be run going forward." His biggest fear, though, is that "there’s a lot of Agile that’s being done wrong. If we don’t fix that, then Agile is likely to turn into the next management fad.” Coauthor of a new book, Doing Agile Right, Darrell leads Bain & Company's Agile practice. He joined me to discuss how, when done right, Agile creates a culture obsessed with customer satisfaction.
Ep. 181: UPS Capital's Mark Robinson | How Agile Turns Customer Feedback into Fast Fixes
Mark Robinson, president of UPS Capital, the financial services subsidiary of UPS, joins me to discuss how the adoption of the Net Promoter System at UPS Capital was turbocharged by Agile ways of working and how Agile teams were able to radically speed up needed fixes to the customer experience that frontline employee identified in their huddles.
Ep. 180: Wharton's Peter Fader | The Right Actions and Metrics to Grow Customer Value
Some customer metrics are so good at predicting customer behavior and the value of a company’s customer base, says the Wharton School’s Peter Fader, that “any sensible investor should be demanding these kinds of metrics. And of course, any sensible executive should be obsessed over these kinds of metrics internally.” In this, the second podcast in our two-part discussion, we talk about how executives can use these same metrics to change the way they look at customer investments.
Ep. 179: Wharton's Peter Fader: The Nature and Value of Loyalty
As a professor of marketing at Wharton, Peter Fader has focused most of his career on analyzing data to predict how customers will behave. He is also cofounder of Theta Equity Partners, which offers customer-based corporate valuation—a way of valuing firms based on the quality of their customer base. His most recent work, in the January/February 2020 issue of Harvard Business Review and cowritten with recent podcast guest Dan McCarthy, is called “How to Value a Company by Analyzing Its Customers.”