182 episodes

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.

The Net Promoter System Podcast – Customer Experience Insights from Loyalty Leaders Rob Markey, Bain & Company partner and customer experience expert

    • Business
    • 4.0, 3 Ratings

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. 181: UPS Capital's Mark Robinson | How Agile Turns Customer Feedback into Fast Fixes

    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.

    • 35 min
    Ep. 180: Wharton's Peter Fader | The Right Actions and Metrics to Grow Customer Value

    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.

    • 29 min
    Ep. 179: Wharton's Peter Fader: The Nature and Value of Loyalty

    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.”

    • 31 min
    Ep. 178: Luiza Mattos | Covid-19: The View from Brazil

    Ep. 178: Luiza Mattos | Covid-19: The View from Brazil

    To provide perspective on the impact of Covid-19 in South America, Rob talks with Luiza Mattos, a Bain & Company partner based in São Paulo, Brazil. Luiza is one of Bain's customer experience, Net Promoter System and Results Delivery leaders, and she recently researched how consumers in South America have been spending their time since the start of the pandemic. She also discusses the strategies companies in the region are using to make sure their customers and employees feel connected and supported.

    • 22 min
    Ep. 177: General Stanley McChrystal | Leadership in a Crisis Is about Connection and Trust

    Ep. 177: General Stanley McChrystal | Leadership in a Crisis Is about Connection and Trust

    Stanley McChrystal, CEO of McChrystal Group, knows how to lead a dispersed team in a crisis. A retired four-star general, he commanded forces in Afghanistan and was the former commander of the United States' premier military counterterrorism force, the Joint Special Operations Command. He joined the podcast during the Covid-19 crisis to talk about three ways to lead through a crisis: trust, empowered execution and inspiring leadership—all underpinned by connection.

    • 44 min
    Ep. 176: Maureen Burns | What Do You Want to Stand For with Customers and Employees when This Is All Over?

    Ep. 176: Maureen Burns | What Do You Want to Stand For with Customers and Employees when This Is All Over?

    Whether we’ve been deeply, personally affected by this pandemic or are simply trying to get ourselves and our loved ones through it, we’re all sharing a version of the same experience. In this episode, my colleague Maureen Burns joins me to discuss the empathy that customers and employees really need right now. I also asked Maureen for her answers to some of the practical questions that Net Promoter practitioners are asking about soliciting customer feedback at a time like this.

    • 20 min

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