The Net Promoter System Podcast – Customer Experience Insights from Loyalty Leaders Rob Markey, Bain & Company partner and customer experience expert

In this episode, Bryan Rutberg, founder and principal of 3C Communications, shares how and when to advocate on behalf of the customers you serve, and Rob Markey discusses how enhancing relationships with customers and prioritizing frontline employees' learning opportunities builds rapport vs. merely building up scores.
If you’d like to provide feedback on the show, please fill out our survey here.
If you’d like to learn more about Bryan Rutberg, you can find him on LinkedIn.
Download Bryan’s free ebook, Love & Profit: 10 Ways to Transform Customers into Lustomers, here.

In this episode, Carolyn Saunders, former senior vice president, Consumer & Small Business (Retail), International Banking, for Scotiabank and current Bain external advisor, and Rob Markey discuss how enhancing relationships with customers and prioritizing frontline employees’ learning opportunities builds rapport vs. merely building up scores.
If you’d like to provide feedback on the show, please fill out our survey here.
If you’d like to learn more about Carolyn Saunders, you can find her on LinkedIn.

In this episode, Nate Henderson, BILT’s founder and CEO, and Rob Markey discuss how to make a great customer experience an empowering experience, how to raise Net Promoter Score℠, and how BILT leverages analytics to improve customer 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 Nate Henderson, you can find him on LinkedIn.

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.
Order Ilenia's book here.

In this episode, Jon Picoult, founder and principal at Watermark Consulting, and author of From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans, 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.
Order Jon's book here.

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.