180 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
    • 4.9, 32 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. 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
    Ep. 175: Roger Martin | Want to Increase Shareholder Value? Focus on Customers Instead

    Ep. 175: Roger Martin | Want to Increase Shareholder Value? Focus on Customers Instead

    A decade ago, when Roger Martin was dean of the Rotman School of Management at the University of Toronto, he called for a shift away from the focus on maximizing shareholder value to a new era in which value for customers and the value of customers would take primacy. He called it “The Age of Customer Capitalism.” Very few leaders have been able to act on his vision, but now, a decade later, the era of customer capitalism that he predicted is finally dawning.

    • 29 min
    Ep. 174: Theta Equity’s Dan McCarthy | Investors Need to Know: What’s Your Customer Worth?

    Ep. 174: Theta Equity’s Dan McCarthy | Investors Need to Know: What’s Your Customer Worth?

    In the second part of our conversation about customer-based corporate valuation, Dan McCarthy of Emory University’s Goizueta Business School and cofounder of Theta Equity Partners explains how investor—and executive—behavior would change if companies had to disclose metrics that revealed the true strength of their customer base, rather than the many accounting disclosures today that actually can mask damage done to customers and customer relationships.

    • 26 min

Customer Reviews

4.9 out of 5
32 Ratings

32 Ratings

closet snob ,

Excellent listening for CX and loyalty

Great podcast. Love the interviews and really helps paint the picture for why/how loyalty matters. Practical as well as inspirational.

Lynn M Thomas ,

Outstanding Podcast

Very much enjoyed and learned much from the orginial podcast as well as the Q&A. Please do more!

Soccer steve2 ,

Game changer

Rob Markey consistently finds guests that have a compelling story to share. This podcast is loaded with practical advice that helps us perpetually evolve our cx program. I especially enjoy the insight shared when Fred Reichheld is a guest. I find myself re listening to most of the episodes for little nuggets of advice. It's a great podcast for anyone trying to grow their business by improving customer and employee experience.

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