
213 episodes

The Net Promoter System Podcast – Customer Experience Insights from Loyalty Leaders Rob Markey, Bain & Company partner and customer experience expert
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- Business
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5.0 • 40 Ratings
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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.
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Ep. 212: Stacy Sherman | Elevating the Empathy: How an Elevator Service Company Built a Customer-Centric Culture
In this episode, guest Stacy Sherman, founder of Doing CX Right, and Rob Markey discuss the importance of understanding the customer's perspective when you're trying to transform the customer experience, managing high-stakes CX for an elevator and escalator business, and why companies should consider journey mapping as a strategic tool to address consumer pain points head-on.
If you’d like to provide feedback on the show, please fill out our survey here.
If you’d like to learn more about Stacy, you can find her on LinkedIn. -
Ep. 211: Peter Pizzi | From Insight to System to Sales Growth: Lessons from an NPS Veteran
In this episode, guest Peter Pizzi, director of customer experience and insights at Analog Devices, and Rob Markey discuss how to focus an organization on customer feedback–based actions, the role of customer experience in tackling sales challenges, and how to make sure the improvements customers are asking for make their way onto product and functional leaders’ agendas.
If you’d like to provide feedback on the show, please fill out our survey here.
If you’d like to learn more about Peter, you can find him on LinkedIn. -
Ep. 210: Andreas Heckmann | How a Software Giant Is Revolutionizing Customer Experience to Adapt to the New Frontier of Cloud Computing
In this episode, guest Andreas Heckmann, executive vice president of product engineering and head of customer solution support and innovation at SAP, and Rob Markey discuss the past, present, and future of cloud innovation as it relates to machine learning, artificial intelligence, organizational and customer challenges and opportunities, and cost savings.
If you’d like to provide feedback on the show, please fill out our survey here.
If you’d like to learn more about Andreas, you can find him on LinkedIn. -
Ep. 209: Kentaro Kawamori | From Carbon Confusion to Climate Clarity: The New World of Carbon Accounting and Reporting
In this episode, guest Kentaro Kawamori, CEO and cofounder of Persefoni Inc., and Rob Markey discuss the interconnection between Net Promoter Score and organizational sustainability.
If you’d like to provide feedback on the show, please fill out our survey here.
If you’d like to learn more about Kentaro, you can find him on Linkedin.
Bain & Company is an investor in Persefoni. Together, we’ve created a unique partnership combining breakthrough carbon footprint analytics with decarbonization strategy. To learn more about our partnership, visit our partnership page. -
Ep. 208: Jason Barro | NPS Prism: The Source for True, Deep NPS Insights
In this episode, Jason Barro, Bain & Company partner, and Rob Markey discuss NPS Prism and how it’s used across various industries to drive consumer sentiment.
If you’d like to provide feedback on the show, please fill out our survey here.
If you’d like to learn more about Jason Barro, you can find him on LinkedIn. -
Ep. 207: Fred Reichheld | Refocusing NPS for Earned Growth
In this episode, Bain Fellow Fred Reichheld and Rob Markey discuss how Earned Growth and operational indicators can provide both inspiration and learning to an organization. We also explore companies’ most common Net Promoter Score mistakes, and we participate in a live audience Q&A.
Please share your feedback on the podcast here.
If you’d like to learn more about Fred Reichheld, you can find him on LinkedIn.
This episode was sponsored by NPSx℠, a new venture from Bain & Company that provides training, certification, technology, and community to help companies enrich their customers’ lives. Learn more at npsx.com.
Customer Reviews
Underrated podcast
This is my favorite podcast for customer experience. It’s underrated for the quality of topics and interviews. I love that the show continues to build and share NPS improvements. Definitely recommend it!
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.
Outstanding Podcast
Very much enjoyed and learned much from the orginial podcast as well as the Q&A. Please do more!