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Loyal customers spend more, stay longer and tell their friends about their experiences. In the Net Promoter System Podcast, Bain & Company's Rob Markey talks to business leaders who are usin...
Episode 262: What happens when a cold-pressed juice passion with humble beginnings in your own kitchen counter suddenly meets nationwide dem...
Episode 261: What if you could use AI-generated customer twins to test value propositions, pricing, and demand before you go to market? That...
Episode 260: When customers must re-explain the same problem, reopen old tickets, and chase for follow-ups, a shiny new tool won't help unle...
Episode 259: How do you prevent first-trip hassles such as a room not being ready at check-in, Wi-Fi outages, or service delays from discour...
Episode 258: How did two new leaders turn angry customer calls into executive promises to earn customer trust and advocacy? Charlon McIntosh...
Episode 257: How do you earn the next banking customer ' s loyalty, one moment at a time? Focus on what customers choose, and why. According...
Episode 256 : What turns CX skeptics into advocates? A listening engine that makes caring for those you serve the gold standard. At IMG Acad...
Episode 255: One of healthcare's biggest blind spots? When patients turn 18. It's the moment they age out of pediatrics and fall headfirst i...
Episode 254: What if the future of AI in customer experience is built not by giant platforms but by small, reusable, open source AI agents?...
Episode 253: Desjardins thought its cooperative roots made it member-first by default. Then members started leaving. Desjardins is a 125-yea...
Episode 252: Most CX maturity assessments ask how you think you're doing. This one demands proof. Erin Wallace, director of client engagemen...
Episode 251: In 2018, Dell set out to do something big: turn customer feedback into a system that could not only provide insights, but help...
Episode 250: Comcast solved the age-old problem of how to make employee suggestions a powerful, reliable source of value-driving improvement...
Episode 249: When " revenge travel" brought guests roaring back to Four Seasons Hotels, they capped occupancy, turning away guests and reven...
Episode 248: At Dominion Energy, keeping the lights on isn't just a priority—it's the single biggest driver of customer experience. But as c...
Episode 247: What if customers achieve real results—but don ' t know it? Most vendors sell functionality. Mari Cross wants customers to see...
Episode 246: The AI future of customer service is already here—and it ' s better than most people think. In this episode, Deon Nicholas, Pre...
Episode 245: What happens when digital transformation becomes table stakes—and customer relationships become the real differentiator? Eduard...
Episode 244: What defines a differentiated customer experience? It starts with a clear framework for measuring intangible value and making c...
Episode 243: At Emory University, 99% of donations come from just 8% of donors. It's a small alumni minority funding almost the majority of...