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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...
Listen to The Net Promoter System Podcast – Customer Experience Insights from Loyalty Leaders, a Business podcast by Bain & Company. Stream 262 episodes in English, follow new audio stories, and play episodes online on Radio and Podcast.
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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...