201 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
    • 5.0 • 39 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. 200: Ilenia Vidili | Customer-centricity Can Make the World a Better Place

    Ep. 200: Ilenia Vidili | Customer-centricity Can Make the World a Better Place

    In this episode, Ilenia Vidili, a customer-centricity adviser and author of Journey to Centricity, and Rob Markey discuss why connecting to customers means understanding what they value. When companies use their voice to stand up for something they truly believe in or to advance and improve society, customers notice.
    If you’d like to provide feedback on the show, please fill out our survey here.
    If you’d like to learn more about Ilenia Vidili, you can find her on LinkedIn.

    • 36 min
    Ep. 199: Jon Picoult | Great Customer Experience Begins with Knowing What Customers Value

    Ep. 199: Jon Picoult | Great Customer Experience Begins with Knowing What Customers Value

    In this episode, Jon Picoult, founder and principal at Watermark Consulting, and Rob Markey discuss why creating fewer problems for consumers drives more value interactions and how to deliver a cost-effective experience customers value long term.
    If you’d like to provide feedback on the show, please fill out our survey here.
    If you’d like to learn more about Jon Picoult, you can find him on LinkedIn.

    • 48 min
    Ep. 198: Barbara Higgins | Lighting a Path to Success in Low-Engagement Industries

    Ep. 198: Barbara Higgins | Lighting a Path to Success in Low-Engagement Industries

    In this episode, Barbara Higgins, former chief customer officer of Duke Energy, and Rob Markey discuss what customer loyalty in the utility industry looks like as well as Barbara's strategies and techniques to cultivate lasting trust. If you’d like to provide feedback on the show, please fill out our survey here.
    If you’d like to learn more about Barbara Higgins, you can find her on LinkedIn.

    • 42 min
    Ep. 197: Jason Guardino | Compassion in Healthcare: Feeling Cared For Can Be as Important as Being “Cured”

    Ep. 197: Jason Guardino | Compassion in Healthcare: Feeling Cared For Can Be as Important as Being “Cured”

    In this episode, Dr. Jason Guardino of The Permanente Medical Group and Rob Markey discuss how healthcare organizations like Jason’s are helping physicians and care facilities create meaningful and valuable patient experiences that promote better care outcomes.
    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 Guardino, you can find him on LinkedIn.

    • 35 min
    Ep. 196: Trier Bryant and Kim Scott | A Conversation About Bias: How Leaders Can Help Employees Become Bias Disruptors

    Ep. 196: Trier Bryant and Kim Scott | A Conversation About Bias: How Leaders Can Help Employees Become Bias Disruptors

    In the workplace, biased language and treatment can often slip by without consequence, leaving those discriminated against feeling powerless or unheard. But Just Work cofounders Trier Bryant and Kim Scott believe integrating bias disruptors in the workplace can help all who experience or observe bias speak up and address it in the moment. In this episode, Kim, Trier, and I discuss how bias disruptors can contribute to a just work environment and what leadership can do to root out and recognize bias.

    • 24 min
    Ep. 195: Trier Bryant and Kim Scott | A Conversation About Bias: How Leaders Can Make Employees and Customers Feel Safe and Heard

    Ep. 195: Trier Bryant and Kim Scott | A Conversation About Bias: How Leaders Can Make Employees and Customers Feel Safe and Heard

    Bias. We all have it. We form quick assessments of someone’s character off of their appearance alone, for instance. But those quick assessments can undermine customer and workplace relationships. What if more people were aware when bias was creeping into their perspective?
    In this episode, Kim, Trier, and I discuss what a “just” work environment looks like—one in which bias, prejudice, and bullying are addressed early on. And we explore how proactive leaders who encourage all employees to speak up when they see or experience bias, discrimination, or bullying can jump-start this shift.

    • 16 min

Customer Reviews

5.0 out of 5
39 Ratings

39 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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