
221 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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4.9 • 41 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. 221: Dr. Adrienne Boissy | Healthcare’s Empathy Factor: Capturing Real Patient Experiences
How do you measure patient experience and empathy within the healthcare industry in a way that truly captures real emotion and real experiences?
Dr. Adrienne Boissy, guest staff neurologist at Cleveland Clinic and chief medical officer at Qualtrics, sits down with Rob Markey to discuss the need for a more comprehensive approach to capturing the patient experience. She also shares how healthcare professionals and caregivers alike can leverage compassion and self-empathy to better manage the often hard-to-handle career moments such as helping colleagues, patients, and their families process challenges together.
If you’d like to provide feedback on the show, please fill out our survey here.
If you’d like to learn more about Adrienne, visit her LinkedIn. -
Ep. 220: Peter Gries | Nourishing Business Diversity: A Look into METRO’s Customer-Centric Evolution
How can an organization’s passion for high-quality culinary delights forge unbreakable customer bonds? For food wholesaler METRO’s customers, buying food is a personal experience. It’s the art of witnessing, inhaling, savoring, and examining the produce, meat, and fish in the store—a sensory feast that leaves customers’ hearts full.
Creating exceptional fresh-food buying experiences is METRO’s mission. In this episode, guest Peter Gries, customer and sales officer at METRO, and Rob Markey discuss why the company values its diverse customer segments. Peter also shares an insider’s perspective on the change journey transforming the company’s relationship with its customers.
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. 219: David Kenny | The Transformation of Media Consumption and Loyalty in the Digital Era
With an array of streaming platforms and the same amount of time in the day, getting an accurate read on where your customers spend their screen time has never been more important. And this shift in customer behavior has been particularly challenging for companies that rely on traditional ways to collect data on their customers.
In this episode, guest David Kenny, chairman and CEO of Nielsen, and Rob Markey discuss the impact streaming has had on Nielsen’s business, how the company is evolving to meet new challenges, and how strategic innovation fosters customer 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 David, you can find him on LinkedIn. -
Ep. 218: Joe Wheeler | Agile, Digital, and Human: Eliminating Bad Customer Experiences
In a digital-first environment, successful brands stay ahead of the curve by prioritizing agility and experimentation. Instead of merely solving problems, they drive innovative solutions to eliminate—not just mitigate—customer pain points to achieve a seamless and exceptional customer experience.
In this episode, guest Joe Wheeler, CEO of CX/Digital, and Rob Markey discuss how successful brands bridge the gap between human and digital experiences and the significance of agility and experimentation as tools for achieving successful digital transformations.
If you’d like to provide feedback on the show, please fill out our survey here.
You can order Joe’s new book, The Digital-First Customer Experience, here.
If you’d like to learn more about Joe, you can find him on LinkedIn. -
Ep. 217: Andy Cockburn | No Strings Attached: Genuine Referrals as the Secret to Earned Growth
What makes people recommend your brand and services to others? Winning referrals are more than just a marketing channel; they’re a way to turn prospects into lifelong customers through word-of-mouth advocacy based on authenticity and trust.
In this episode, guest Andy Cockburn, CEO and cofounder of Mention Me, and Rob Markey discuss the effectiveness of trust-based referrals, how to integrate advocacy into company culture to unlock the transformative potential of referrals, and how data-driven approaches can optimize referrals’ effectiveness.
If you’d like to provide feedback on the show, please fill out our survey here.
If you’d like to learn more about Andy, you can find him on LinkedIn. -
Ep. 216: Ben Reason | Humanizing Experiences: The Power of Design in Creating Meaningful Connections
In this episode, Ben Reason, CEO and founder of Livework, and Rob Markey discuss how, by taking consumers’ needs and emotions into account, design can create products and services that are both functional and emotionally appealing, making consumer experiences more enjoyable.
If you’d like to provide feedback on the show, please fill out our survey here.
If you’d like to learn more about Ben, you can find him on LinkedIn.
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!