title

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

Bain & Company

0
Followers
1
Plays
The Net Promoter System Podcast – Customer Experience Insights from Loyalty Leaders
The Net Promoter System Podcast – Customer Experience Insights from Loyalty Leaders

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

Bain & Company

0
Followers
1
Plays
OVERVIEWEPISODESYOU MAY ALSO LIKE

Details

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. 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 MIN1 days ago
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 MIN1 weeks ago
Comments
Ep. 161: Vanguard's Amy Cribbs | Uncovering the Unexpected through Agile

Ep. 160: Vanguard's Amy Cribbs | Accelerating Customer Experience Improvements through Agile

Vanguard's Amy Cribbs, who leads customer experience for the mutual fund giant, explains how new, Agile ways of working at Vanguard get improvements into the market faster and ensure they really meet client needs.

40 MIN3 weeks ago
Comments
Ep. 160: Vanguard's Amy Cribbs | Accelerating Customer Experience Improvements through Agile

Latest Episodes

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 MIN1 days ago
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 MIN1 weeks ago
Comments
Ep. 161: Vanguard's Amy Cribbs | Uncovering the Unexpected through Agile

Ep. 160: Vanguard's Amy Cribbs | Accelerating Customer Experience Improvements through Agile

Vanguard's Amy Cribbs, who leads customer experience for the mutual fund giant, explains how new, Agile ways of working at Vanguard get improvements into the market faster and ensure they really meet client needs.

40 MIN3 weeks ago
Comments
Ep. 160: Vanguard's Amy Cribbs | Accelerating Customer Experience Improvements through Agile

Listen Now On Himalaya