214 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 • 40 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. 214: Michael Mauboussin | Beating Expectations: The Impact of Loyalty on Corporate Valuations

    Ep. 214: Michael Mauboussin | Beating Expectations: The Impact of Loyalty on Corporate Valuations

    Investing in customer happiness can be the surest way to high Net Promoter Scores. But how do you accomplish that while maintaining a healthy business?
    Michael Mauboussin, head of Consilient Research at Counterpoint Global, Morgan Stanley Investment Management, and Rob Markey discuss how expectations investing impacts valuations and business growth. The two also share insights on how companies can build a long-term investment strategy that can withstand changes in the market while attracting and retaining loyal customers.
    Get your copy of Michael’s book, Expectations Investing, here.
    If you’d like to learn more about Michael, you can find him on LinkedIn.
    If you’d like to offer feedback or share ideas about the show, please fill out our survey here. 

    • 19 min
    Ep. 213: Allison Hartsoe | Why Customer-Centric Isn't Enough: Measuring Customer Equity

    Ep. 213: Allison Hartsoe | Why Customer-Centric Isn't Enough: Measuring Customer Equity

    In this episode, guest Allison Hartsoe, managing director of customer and growth at EY and author of The Age of Customer Equity, and Rob Markey discuss calculating customer lifetime value, why understanding customer behavior generates more accurate revenue forecasts, and how to develop a high-quality approach to customer equity.
    If you’d like to provide feedback on the show, please fill out our survey here. 
    If you’d like to learn more about Allison, you can find her on LinkedIn.

    • 20 min
    Ep. 212: Stacy Sherman | Elevating the Empathy: How an Elevator Service Company Built a Customer-Centric Culture

    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.

    • 22 min
    Ep. 211: Peter Pizzi | From Insight to System to Sales Growth: Lessons from an NPS Veteran

    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.

    • 29 min
    Ep. 210: Andreas Heckmann | How a Software Giant Is Revolutionizing Customer Experience to Adapt to the New Frontier of Cloud Computing

    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.

    • 43 min
    Ep. 209: Kentaro Kawamori | From Carbon Confusion to Climate Clarity: The New World of Carbon Accounting and Reporting

    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.

    • 38 min

Customer Reviews

5.0 out of 5
40 Ratings

40 Ratings

Redlead0 ,

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!

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!

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