Ep. 266 | Sam Krause: "That's Not How Banking Works"—Why Chime Takes Risks Traditional Banks Avoid
Episode 266: In Bain ' s early 2026 Consumer Banking Benchmark, provided by NPS Prism , Chime had the highest NPS among the companies we mea...
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The Net Promoter System Podcast – Customer Experience Insights from Loyalty Leaders
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...
Episodes
20 of 266 episodesEp. 265 | Ryan Fuller: Can You Trust a Five-Star Review Anymore?
Episode 265: Ryan Fuller started questioning online reviews after two terrible stays at highly-rated vacation rentals. Both had 4.9-star rat...
Ep. 264 | Matt Meeker: 800 Prices, One Promise: What BARK Pays to Reward Loyalty
Episode 264: BARK maintains more than 800 subscription price points because it has promised customers that their price will not increase as...
Ep. 263 | Allie Kuehner and Sarah Phelps: Designing the Astronaut Experience: Turning a Half-Million-Dollar, 11-Minute Thrill Ride Into a Moment of Awe
Episode 263: What does it feel like to go into space? To rocket past the Kármán line, float in perfect silence, and return to Earth—all in 1...
Ep. 262 | Megan Riggs: From Farmers Market Fav to Supermarket Staple: How a Lean Juice Company Scaled Fast
Episode 262: What happens when a cold-pressed juice passion with humble beginnings in your own kitchen counter suddenly meets nationwide dem...
Ep. 261 | Andy Pierce: False Confidence at Machine Speed: How to Make Synthetic Customers Useful
Episode 261: What if you could use AI-generated customer twins to test value propositions, pricing, and demand before you go to market? That...
Ep. 260 | Jeannie Walters and John Abraham: A Company with No Memory: When Your Systems Don't Remember the Customer
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...
Ep. 259 | Rachel Bicking: Customers' First Micro-Frustration Makes or Breaks the Next Purchase
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...
Ep. 258: Charlon McIntosh & Melissa Pint | Accountability is the Product at Frontier: "We Didn't Do Interesting. We Did Effective."
Episode 258: How did two new leaders turn angry customer calls into executive promises to earn customer trust and advocacy? Charlon McIntosh...
Ep. 257: John Finley | Stop Chasing Surveys: How to Earn the Next Customer Choice
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...
Ep. 256: Mike Milliron | "We Made It Cool to Care": From CX Resistance to Results
Episode 256 : What turns CX skeptics into advocates? A listening engine that makes caring for those you serve the gold standard. At IMG Acad...
Ep. 255: Jason Guardino and Karen San | How Turning 18 Can Break Your Relationship With Healthcare
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...
Ep. 254: Gurdeep Pall | The Internet Side of the AI Battle: Why Walled Gardens Fail
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?...
Ep. 253: Mathieu Staniulis & Séverine Clairet | Blinded by Pride: Inside a 125-Year-Old Co-Op's Return to Customer-Centricity
Episode 253: Desjardins thought its cooperative roots made it member-first by default. Then members started leaving. Desjardins is a 125-yea...
Ep. 252: Erin Wallace | The Data Doesn't Care How Good You Think You Are
Episode 252: Most CX maturity assessments ask how you think you're doing. This one demands proof. Erin Wallace, director of client engagemen...
Ep. 251: Mike Valanzola | Many Voices, No Shared Truth: How Dell Revitalized Its Customer Feedback System with Help from the CXRA
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...
Ep. 250: Sean McEntire | A Decade of Discipline: From NPS Pilot to Outer Loop Powerhouse
Episode 250: Comcast solved the age-old problem of how to make employee suggestions a powerful, reliable source of value-driving improvement...
Ep. 249: Scott Taber | Why Four Seasons Turned Guests Away
Episode 249: When " revenge travel" brought guests roaring back to Four Seasons Hotels, they capped occupancy, turning away guests and reven...
Ep. 248: Utibe Bassey | Restoring Power, Recharging Customer Experience
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...
Ep. 247: Mari Cross | These B2B Customers Don't Buy Features. They Buy Outcomes.
Episode 247: What if customers achieve real results—but don ' t know it? Most vendors sell functionality. Mari Cross wants customers to see...