Best Netpromotersystem Podcasts (2024)

1
Ep 232: Matt Harris | When AI Shifts the Balance of Power to Consumers: Preparing for a New Business Reality 29:37

12h ago29:37

29:37

Episode 232: When AI Shifts the Balance of Power to Consumers: Preparing for a New Business Reality Matt Harris, Partner at Bain Capital Ventures, argues that generative AI will soon empower customers in unexpected ways. Consumers, he predicts, will soon use AI tools to continuously discover lower loan rates, higher-yield savings accounts, or more …

1
Ep 231: Fred Reichheld | Unleashing Earned Growth: The Referral Spectrum 35:40

14d ago35:40

35:40

Discover the engine of Earned Growth as Rob Markey and Fred Reichheld, Bain Fellow and "Winning On Purpose” author, hold a working session on how references and referrals significantly contribute to organic growth. Rob and Fred unearth the pivotal role that references and referrals play in propelling Earned Growth. They answer key questions such as…

1
Ep 230: Tim Pernetti | A New Playbook: Reinventing the IMG Academy Experience 38:11

29d ago38:11

38:11

Why would a world-class sports academy invest in a student center, rather than more coaches, fancy equipment, or dorms? IMG Academy, a Florida boarding school, turns out some of the most successful college and professional athletes around. Its president, Tim Pernetti, led a massive cultural shift toward customer loyalty. Tim says IMG Academy used t…

1
Ep 229: Stan Swinton | Redefining Customer Centricity: What is the NPSx Framework? 24:23

1M ago24:23

24:23

How can businesses transcend traditional customer service boundaries to establish new customer experience benchmarks? Stan Swinton, Founder and General Manager of NPSx, Bain & Company, discusses how a comprehensive approach to customer experience extends beyond gathering feedback or managing customer journeys. Stan details Bain’s NPSx framework—com…

1
Ep 228: Tony Ezell | Sustaining Success: How Customer Loyalty Drives Organizational Stability 28:03

2M ago28:03

28:03

How does a global medical technology company maintain customer focus while managing operational challenges during a pandemic? In this episode, Tony Ezell, executive vice president of North America and chief marketing officer for Becton, Dickinson and Company (BD), explores how integrating customer feedback into your business strategy can maintain—a…

1
Ep 227: Richard Watts | “Would You Do That to Your Mum?” The Simple and Powerful CX Litmus Test 34:39

2M ago34:39

34:39

How does an insurance industry leader integrate a simple yet profound question—Would you do that to your mom?—to transform customer service and decision making? In this episode, Richard Watts, board member at Farmers Insurance and former sales and service president at Progressive, discusses how asking this question improves business operations. He …

1
Ep 226: Ruth Veloria | Purpose-Driven Progress: Helping University of Phoenix Students Succeed 31:44

4M ago31:44

31:44

How do the needs of students at for-profit, mostly online colleges differ from those of typical college students? They often require financial aid, schedule flexibility, and academic support that can go far beyond the norm of traditional higher education. In this segment, we explore why graduation rates have traditionally been quite low at these co…

1
Ep. 225: Jason Barro | Trapped: The Hidden Forces Behind Counterintuitive NPS Results 33:32

4M ago33:32

33:32

How do high-quality NPS benchmarks unlock strategic priorities and initiatives? What if your NPS data seems highly counterintuitive? For example, what if Detractors seem to be more loyal than Promoters? Host Rob Markey and Jason Barro, a partner at Bain & Company and the leader of Bain's NPS Prism benchmarking service, unpack this situation in the …

1
Ep. 224: Conny Kalcher | Stackable Strategies: Adapting an Iconic Toymaker’s Customer-Centricity to Zurich Insurance 36:44

5M ago36:44

36:44

From reshaping the playful culture of a global toy company to cracking the customer-centricity code at Zurich Insurance, how did Conny Kalcher manage the leap? Conny Kalcher, now the group chief customer officer at Zurich Insurance, has a rich history of pioneering customer-centric transformations. Conny introduced a swath of fresh perspectives and…

1
Ep. 223: Mark Slatin | The Trust Equation: How to Build Intimate Customer Relationships 32:05

6M ago32:05

32:05

Host Rob Markey welcomes Mark Slatin, CEO of EmpoweredCX, to dissect the intricate dynamics of trust within customer experiences. Drawing insights from real-world examples, they explore the role of product and service quality in establishing trust, the impact of reliability and consistency in decision making, and the potential pitfalls of self-orie…

1
Ep. 222: Fred Reichheld | Measuring Customer Loyalty: The Journey from Retention to Net Promoter to Earned Growth 34:34

6M ago34:34

34:34

In this episode, we launch our new show name: The Customer Confidential Podcast. We chose it after seeking lots of listener and guest input and believe that the new name better reflects the show’s mission—namely, to delve into untold stories of customer and industry transformations, sharing the journeys of both well-known and unsung heroes of custo…

1
Ep. 221: Dr. Adrienne Boissy | Healthcare’s Empathy Factor: Capturing Real Patient Experiences 28:15

7M ago28:15

28:15

How do you measure patient experience and empathy within the healthcare industry in a way that truly captures real emotion and real experiences? Dr. Adrienne Boissy, guest staff neurologist at Cleveland Clinic and chief medical officer at Qualtrics, sits down with Rob Markey to discuss the need for a more comprehensive approach to capturing the pat…

1
Ep. 220: Peter Gries | Nourishing Business Diversity: A Look into METRO’s Customer-Centric Evolution 32:37

7M ago32:37

32:37

How can an organization’s passion for high-quality culinary delights forge unbreakable customer bonds? For food wholesaler METRO’s customers, buying food is a personal experience. It’s the art of witnessing, inhaling, savoring, and examining the produce, meat, and fish in the store—a sensory feast that leaves customers’ hearts full. Creating except…

1
Ep. 219: David Kenny | The Transformation of Media Consumption and Loyalty in the Digital Era 34:44

8M ago34:44

34:44

With an array of streaming platforms and the same amount of time in the day, getting an accurate read on where your customers spend their screen time has never been more important. And this shift in customer behavior has been particularly challenging for companies that rely on traditional ways to collect data on their customers. In this episode, gu…

1
Ep. 218: Joe Wheeler | Agile, Digital, and Human: Eliminating Bad Customer Experiences 25:40

8M ago25:40

25:40

In a digital-first environment, successful brands stay ahead of the curve by prioritizing agility and experimentation. Instead of merely solving problems, they drive innovative solutions to eliminate—not just mitigate—customer pain points to achieve a seamless and exceptional customer experience. In this episode, guest Joe Wheeler, CEO of CX/Digita…

1
Ep. 217: Andy Cockburn | No Strings Attached: Genuine Referrals as the Secret to Earned Growth 24:40

9M ago24:40

24:40

What makes people recommend your brand and services to others? Winning referrals are more than just a marketing channel; they’re a way to turn prospects into lifelong customers through word-of-mouth advocacy based on authenticity and trust. In this episode, guest Andy Cockburn, CEO and cofounder of Mention Me, and Rob Markey discuss the effectivene…

1
Ep. 216: Ben Reason | Humanizing Experiences: The Power of Design in Creating Meaningful Connections 27:11

10M ago27:11

27:11

In this episode, Ben Reason, CEO and founder of Livework, and Rob Markey discuss how, by taking consumers’ needs and emotions into account, design can create products and services that are both functional and emotionally appealing, making consumer experiences more enjoyable. If you’d like to provide feedback on the show, please fill out our survey …

1
Ep. 215: Michael Mauboussin | Adjusting Your Aim: Forecast Better to Invest Better 28:44

11M ago28:44

28:44

How can companies get revenue forecasting and value creation right? By slowing down. Michael Mauboussin, head of Consilient Research at Counterpoint Global, Morgan Stanley Investment Management, and Rob Markey discuss the metrics and methods businesses can use to grow their long-term value. Make sure to listen to part two. · Get your copy of Michae…

1
Ep. 214: Michael Mauboussin | Beating Expectations: The Impact of Loyalty on Corporate Valuations 19:02

11M ago19:02

19:02

Investing in customer happiness can be the surest way to high Net Promoter Scores. But how do you accomplish that while maintaining a healthy business? Michael Mauboussin, head of Consilient Research at Counterpoint Global, Morgan Stanley Investment Management, and Rob Markey discuss how expectations investing impacts valuations and business growth…

1
Ep. 213: Allison Hartsoe | Why Customer-Centric Isn't Enough: Measuring Customer Equity 20:42

1y ago20:42

20:42

In this episode, guest Allison Hartsoe, managing director of customer and growth at EY and author of The Age of Customer Equity, and Rob Markey discuss calculating customer lifetime value, why understanding customer behavior generates more accurate revenue forecasts, and how to develop a high-quality approach to customer equity. If you’d like to pr…

1
Ep. 212: Stacy Sherman | Elevating the Empathy: How an Elevator Service Company Built a Customer-Centric Culture 22:49

1y ago22:49

22:49

In this episode, guest Stacy Sherman, founder of Doing CX Right, and Rob Markey discuss the importance of understanding the customer's perspective when you're trying to transform the customer experience, managing high-stakes CX for an elevator and escalator business, and why companies should consider journey mapping as a strategic tool to address c…

1
Ep. 211: Peter Pizzi | From Insight to System to Sales Growth: Lessons from an NPS Veteran 29:50

1y ago29:50

29:50

In this episode, guest Peter Pizzi, director of customer experience and insights at Analog Devices, and Rob Markey discuss how to focus an organization on customer feedback–based actions, the role of customer experience in tackling sales challenges, and how to make sure the improvements customers are asking for make their way onto product and funct…

1
Ep. 210: Andreas Heckmann | How a Software Giant Is Revolutionizing Customer Experience to Adapt to the New Frontier of Cloud Computing 43:08

1y ago43:08

43:08

In this episode, guest Andreas Heckmann, executive vice president of product engineering and head of customer solution support and innovation at SAP, and Rob Markey discuss the past, present, and future of cloud innovation as it relates to machine learning, artificial intelligence, organizational and customer challenges and opportunities, and cost …

1
Ep. 209: Kentaro Kawamori | From Carbon Confusion to Climate Clarity: The New World of Carbon Accounting and Reporting 38:57

1+ y ago38:57

38:57

In this episode, guest Kentaro Kawamori, CEO and cofounder of Persefoni Inc., and Rob Markey discuss the interconnection between Net Promoter Score and organizational sustainability. If you’d like to provide feedback on the show, please fill out our survey here. If you’d like to learn more about Kentaro, you can find him on Linkedin. Bain & Company…

1
Ep. 208: Jason Barro | NPS Prism: The Source for True, Deep NPS Insights 49:01

1+ y ago49:01

49:01

In this episode, Jason Barro, Bain & Company partner, and Rob Markey discuss NPS Prism and how it’s used across various industries to drive consumer sentiment. If you’d like to provide feedback on the show, please fill out our survey here. If you’d like to learn more about Jason Barro, you can find him on LinkedIn.…

Podcasts Worth a Listen

Netpromotersystem Podcasts

Podcasts Worth a Listen

1
Customer Confidential: Untold Stories of Earned Growth

Rob Markey, Bain & Company partner and customer experience expert

1
Ep 232: Matt Harris | When AI Shifts the Balance of Power to Consumers: Preparing for a New Business Reality 29:37

1
Ep 231: Fred Reichheld | Unleashing Earned Growth: The Referral Spectrum 35:40

1
Ep 230: Tim Pernetti | A New Playbook: Reinventing the IMG Academy Experience 38:11

1
Ep 229: Stan Swinton | Redefining Customer Centricity: What is the NPSx Framework? 24:23

1
Ep 228: Tony Ezell | Sustaining Success: How Customer Loyalty Drives Organizational Stability 28:03

1
Ep 227: Richard Watts | “Would You Do That to Your Mum?” The Simple and Powerful CX Litmus Test 34:39

1
Ep 226: Ruth Veloria | Purpose-Driven Progress: Helping University of Phoenix Students Succeed 31:44

1
Ep. 225: Jason Barro | Trapped: The Hidden Forces Behind Counterintuitive NPS Results 33:32

1
Ep. 224: Conny Kalcher | Stackable Strategies: Adapting an Iconic Toymaker’s Customer-Centricity to Zurich Insurance 36:44

1
Ep. 223: Mark Slatin | The Trust Equation: How to Build Intimate Customer Relationships 32:05

1
Ep. 222: Fred Reichheld | Measuring Customer Loyalty: The Journey from Retention to Net Promoter to Earned Growth 34:34

1
Ep. 221: Dr. Adrienne Boissy | Healthcare’s Empathy Factor: Capturing Real Patient Experiences 28:15

1
Ep. 220: Peter Gries | Nourishing Business Diversity: A Look into METRO’s Customer-Centric Evolution 32:37

1
Ep. 219: David Kenny | The Transformation of Media Consumption and Loyalty in the Digital Era 34:44

1
Ep. 218: Joe Wheeler | Agile, Digital, and Human: Eliminating Bad Customer Experiences 25:40

1
Ep. 217: Andy Cockburn | No Strings Attached: Genuine Referrals as the Secret to Earned Growth 24:40

1
Ep. 216: Ben Reason | Humanizing Experiences: The Power of Design in Creating Meaningful Connections 27:11

1
Ep. 215: Michael Mauboussin | Adjusting Your Aim: Forecast Better to Invest Better 28:44

1
Ep. 214: Michael Mauboussin | Beating Expectations: The Impact of Loyalty on Corporate Valuations 19:02

1
Ep. 213: Allison Hartsoe | Why Customer-Centric Isn't Enough: Measuring Customer Equity 20:42

1
Ep. 212: Stacy Sherman | Elevating the Empathy: How an Elevator Service Company Built a Customer-Centric Culture 22:49

1
Ep. 211: Peter Pizzi | From Insight to System to Sales Growth: Lessons from an NPS Veteran 29:50

1
Ep. 210: Andreas Heckmann | How a Software Giant Is Revolutionizing Customer Experience to Adapt to the New Frontier of Cloud Computing 43:08

1
Ep. 209: Kentaro Kawamori | From Carbon Confusion to Climate Clarity: The New World of Carbon Accounting and Reporting 38:57

1
Ep. 208: Jason Barro | NPS Prism: The Source for True, Deep NPS Insights 49:01

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