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The Net Promoter System Podcast – Customer Experience Insights from Loyalty Leaders

Rob Markey, Bain & Company partner and customer experience expert

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The Net Promoter System Podcast – Customer Experience Insights from Loyalty Leaders

The Net Promoter System Podcast – Customer Experience Insights from Loyalty Leaders

Rob Markey, Bain & Company partner and customer experience expert

6
Followers
1
Plays
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About Us

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.

Latest Episodes

Ep. 170: Airbnb’s Raj Sivasubramanian | Will Customers Really Leave Feedback via Video?

In this podcast, Raj Sivasubramanian, customer experience insights manager at Airbnb, explains how Airbnb is experimenting with a system that makes it easy for customers to provide video feedback. I admit, I was skeptical. But Raj explains why that often provides longer, more detailed and often richly emotional feedback. More important, he says, when transmitted directly to frontline employees and leaders, that emotion often generates the sort of empathy that inspires and motivates thoughtful action.

39 MIN1 w ago
Comments
Ep. 170: Airbnb’s Raj Sivasubramanian | Will Customers Really Leave Feedback via Video?

Ep. 169: Kim Scott | Radical Candor: Don't Be a Jerk

Kim Scott's book, Radical Candor, focuses on the important role that feedback plays in helping other people succeed. But, Kim discovered, "an awful lot of people are using Radical Candor as an excuse to act like a garden variety jerk.” In this episode, we talk about the revised edition of her book, which addresses some misconceptions about her ideas. We also listen to one of the funniest examples of radical candor gone wrong, from the HBO series Silicon Valley.

50 MIN2019 DEC 19
Comments
Ep. 169: Kim Scott | Radical Candor: Don't Be a Jerk

Ep. 168: American Express's Luis Angel-Lalanne | Uncovering Customer Insights Beyond the Score

Luis Angel-Lalanne, vice president of customer listening for American Express, explains how his team goes beyond the mechanics of simply providing Net Promoter scores and the drivers behind them. At American Express, that can mean combining Net Promoter data with other operational data and performing an analysis to uncover previously unrealized links that affect customer experience .

41 MIN2019 NOV 21
Comments
Ep. 168: American Express's Luis Angel-Lalanne | Uncovering Customer Insights Beyond the Score

Ep. 167: Sandy Rogers | Figuring Out How to Measure Customer Experience

Sandy Rogers's efforts to measure customer experience at Enterprise Rent-A-Car were part of the inspiration for the Net Promoter System. Today, Sandy is the global practice leader for loyalty at Franklin Covey and coauthor of Leading Loyalty, but in this podcast, he also describes howhe convinced the leaders of Enterprise to take chances that would change their fundamental approach to customer service. Sandy is someone I’ve learned from for many years. I hope you enjoy our conversation as much as I did.

46 MIN2019 OCT 31
Comments
Ep. 167: Sandy Rogers | Figuring Out How to Measure Customer Experience

Ep. 166: Horst Schulze | Do You Want To Lead or Just Manage?

One of the most important roles of a leadership team is to instill in the workforce a sense of purpose. In 2014, I did a podcast interview with the inimitable Horst Schulze, co-founder of the Ritz-Carlton hotel group and founder of the Capella Hotel groups, who put this in stark terms. He’s an exceptionally plain-talking common-sense leader who just doesn’t take excuses for poor service. And he believes, passionately, that good service depends on inspired employees.

12 MIN2019 OCT 10
Comments
Ep. 166: Horst Schulze | Do You Want To Lead or Just Manage?

Ep. 165: Horst Schulze | Behind the Luxury, a Human Purpose

Horst Schulze is famous for being the visionary co-founder of the Ritz-Carlton and Capella hotel groups. They are two brands that set the bar for luxury service, and yet, Horst will tell you, his vision of luxury depends on employees how share that vision and feel a true sense of purpose to deliver it every day.

63 MIN2019 SEP 26
Comments
Ep. 165: Horst Schulze | Behind the Luxury, a Human Purpose

Ep. 164: Beth Comstock | First, Listen to the Customer Story

Beth Comstock has a long track record of using stories to help a company take imaginative risks. The author of "Imagine It Forward: Courage, Creativity, and the Power of Change," Bethspent nearly three decades at GE as vice chair of business innovation and, before that, chief marketing officer. She was also part of GE’s pioneering efforts to adopt Net Promoterand learn how to use it as both a metric and as a vehicle for telling customer stories.

63 MIN2019 SEP 12
Comments
Ep. 164: Beth Comstock | First, Listen to the Customer Story

Ep. 163: Manulife Asia's Francesco Lagutaine | Delivering a Customer Experience Where Wow Isn’t Enough

For Francesco Lagutaine, Manulife Asia's chief marketing and experience design officer, Asia is a market of contradictions. Insurance products are relatively new in the region, so delivering well on the basics will still wow customers. Yet customers also have high expectations for fast and simple digital services. In this episode, Lagutaine talks abouthow Manulife Asia has begun creating specialized teams to improve customer experiences.

64 MIN2019 AUG 15
Comments
Ep. 163: Manulife Asia's Francesco Lagutaine | Delivering a Customer Experience Where Wow Isn’t Enough

Ep. 162: Uber's Troy Stevenson | The Human Side of Uber’s Digital Customer Experience

Uber may be a digital disrupter, but it has a very large human side. When a a driver, a rider or UberEats customer needs help, they contact Community Operations, a global customer service organization run by Troy Stevenson. In this episode, Troy describes how he helped Uber navigate its rapid growing pains.He also shares some of the ways that Uber's vast amounts of real-time customer data gets turned into action, and talks about why that’s both a science and an art.

63 MIN2019 JUL 18
Comments
Ep. 162: Uber's Troy Stevenson | The Human Side of Uber’s Digital Customer Experience

Ep. 161: Vanguard's Amy Cribbs | Uncovering the Unexpected through Agile

Amy Cribbs felt ready for new, Agile ways of working when she took on the task of improving customer experience at Vanguard. As expected, the cross-functional teams did design better customer experiences. And, as Amy described in our previous episode, Agile revealed new insights about what really mattered to customers. But she also was pleasantly surprised to see individual employees blossom and to learn some important lessons about her own leadership style.

38 MIN2019 JUL 11
Comments
Ep. 161: Vanguard's Amy Cribbs | Uncovering the Unexpected through Agile

Latest Episodes

Ep. 170: Airbnb’s Raj Sivasubramanian | Will Customers Really Leave Feedback via Video?

In this podcast, Raj Sivasubramanian, customer experience insights manager at Airbnb, explains how Airbnb is experimenting with a system that makes it easy for customers to provide video feedback. I admit, I was skeptical. But Raj explains why that often provides longer, more detailed and often richly emotional feedback. More important, he says, when transmitted directly to frontline employees and leaders, that emotion often generates the sort of empathy that inspires and motivates thoughtful action.

39 MIN1 w ago
Comments
Ep. 170: Airbnb’s Raj Sivasubramanian | Will Customers Really Leave Feedback via Video?

Ep. 169: Kim Scott | Radical Candor: Don't Be a Jerk

Kim Scott's book, Radical Candor, focuses on the important role that feedback plays in helping other people succeed. But, Kim discovered, "an awful lot of people are using Radical Candor as an excuse to act like a garden variety jerk.” In this episode, we talk about the revised edition of her book, which addresses some misconceptions about her ideas. We also listen to one of the funniest examples of radical candor gone wrong, from the HBO series Silicon Valley.

50 MIN2019 DEC 19
Comments
Ep. 169: Kim Scott | Radical Candor: Don't Be a Jerk

Ep. 168: American Express's Luis Angel-Lalanne | Uncovering Customer Insights Beyond the Score

Luis Angel-Lalanne, vice president of customer listening for American Express, explains how his team goes beyond the mechanics of simply providing Net Promoter scores and the drivers behind them. At American Express, that can mean combining Net Promoter data with other operational data and performing an analysis to uncover previously unrealized links that affect customer experience .

41 MIN2019 NOV 21
Comments
Ep. 168: American Express's Luis Angel-Lalanne | Uncovering Customer Insights Beyond the Score

Ep. 167: Sandy Rogers | Figuring Out How to Measure Customer Experience

Sandy Rogers's efforts to measure customer experience at Enterprise Rent-A-Car were part of the inspiration for the Net Promoter System. Today, Sandy is the global practice leader for loyalty at Franklin Covey and coauthor of Leading Loyalty, but in this podcast, he also describes howhe convinced the leaders of Enterprise to take chances that would change their fundamental approach to customer service. Sandy is someone I’ve learned from for many years. I hope you enjoy our conversation as much as I did.

46 MIN2019 OCT 31
Comments
Ep. 167: Sandy Rogers | Figuring Out How to Measure Customer Experience

Ep. 166: Horst Schulze | Do You Want To Lead or Just Manage?

One of the most important roles of a leadership team is to instill in the workforce a sense of purpose. In 2014, I did a podcast interview with the inimitable Horst Schulze, co-founder of the Ritz-Carlton hotel group and founder of the Capella Hotel groups, who put this in stark terms. He’s an exceptionally plain-talking common-sense leader who just doesn’t take excuses for poor service. And he believes, passionately, that good service depends on inspired employees.

12 MIN2019 OCT 10
Comments
Ep. 166: Horst Schulze | Do You Want To Lead or Just Manage?

Ep. 165: Horst Schulze | Behind the Luxury, a Human Purpose

Horst Schulze is famous for being the visionary co-founder of the Ritz-Carlton and Capella hotel groups. They are two brands that set the bar for luxury service, and yet, Horst will tell you, his vision of luxury depends on employees how share that vision and feel a true sense of purpose to deliver it every day.

63 MIN2019 SEP 26
Comments
Ep. 165: Horst Schulze | Behind the Luxury, a Human Purpose

Ep. 164: Beth Comstock | First, Listen to the Customer Story

Beth Comstock has a long track record of using stories to help a company take imaginative risks. The author of "Imagine It Forward: Courage, Creativity, and the Power of Change," Bethspent nearly three decades at GE as vice chair of business innovation and, before that, chief marketing officer. She was also part of GE’s pioneering efforts to adopt Net Promoterand learn how to use it as both a metric and as a vehicle for telling customer stories.

63 MIN2019 SEP 12
Comments
Ep. 164: Beth Comstock | First, Listen to the Customer Story

Ep. 163: Manulife Asia's Francesco Lagutaine | Delivering a Customer Experience Where Wow Isn’t Enough

For Francesco Lagutaine, Manulife Asia's chief marketing and experience design officer, Asia is a market of contradictions. Insurance products are relatively new in the region, so delivering well on the basics will still wow customers. Yet customers also have high expectations for fast and simple digital services. In this episode, Lagutaine talks abouthow Manulife Asia has begun creating specialized teams to improve customer experiences.

64 MIN2019 AUG 15
Comments
Ep. 163: Manulife Asia's Francesco Lagutaine | Delivering a Customer Experience Where Wow Isn’t Enough

Ep. 162: Uber's Troy Stevenson | The Human Side of Uber’s Digital Customer Experience

Uber may be a digital disrupter, but it has a very large human side. When a a driver, a rider or UberEats customer needs help, they contact Community Operations, a global customer service organization run by Troy Stevenson. In this episode, Troy describes how he helped Uber navigate its rapid growing pains.He also shares some of the ways that Uber's vast amounts of real-time customer data gets turned into action, and talks about why that’s both a science and an art.

63 MIN2019 JUL 18
Comments
Ep. 162: Uber's Troy Stevenson | The Human Side of Uber’s Digital Customer Experience

Ep. 161: Vanguard's Amy Cribbs | Uncovering the Unexpected through Agile

Amy Cribbs felt ready for new, Agile ways of working when she took on the task of improving customer experience at Vanguard. As expected, the cross-functional teams did design better customer experiences. And, as Amy described in our previous episode, Agile revealed new insights about what really mattered to customers. But she also was pleasantly surprised to see individual employees blossom and to learn some important lessons about her own leadership style.

38 MIN2019 JUL 11
Comments
Ep. 161: Vanguard's Amy Cribbs | Uncovering the Unexpected through Agile
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