204 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. 203: Bryan Rutberg | Loving Your Customers Means Keeping It Real

    Ep. 203: Bryan Rutberg | Loving Your Customers Means Keeping It Real

    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.

    • 38 min
    Ep. 202: Carolyn Saunders | Customers Want to Be Heard: Can You Use Feedback to Build Relationships?

    Ep. 202: Carolyn Saunders | Customers Want to Be Heard: Can You Use Feedback to Build Relationships?

    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.

    • 38 min
    Ep. 201: Nate Henderson | From Paper to Pixels: How 3-D Instructions Are Transforming Customer Experience

    Ep. 201: Nate Henderson | From Paper to Pixels: How 3-D Instructions Are Transforming Customer Experience

    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.

    • 41 min
    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.
    Order Ilenia's book here.

    • 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 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.

    • 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

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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