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Best Netpromotersystem podcasts we could find (Updated October 2019)
Related podcasts: Business Marketing Leadership IT Management Customer Experience Loyalty Service Promote Nps Robmarkey Bain Bain & Company Company partner Rob Markey
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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 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 co ...
 
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One of the most important, and difficult, roles of any leadership team is to instill in the workforce a culture and sense of purpose. Back in 2014, I did a podcast interview that put this challenge in simple, stark terms that have stayed fresh in my memory. That’s largely thanks to my guest at the time, the inimitable Horst Schulze, co-founder ...…
 
Horst Schulze is famous for being the visionary co-founder of the Ritz-Carlton and Capella hotel groups. They are two brands that set the bar for luxury service, and yet, Horst will tell you, his vision of luxury depends on employees how share that vision and feel a true sense of purpose to deliver it every day.…
 
Former GE executive Beth Comstock has a long and successful track record of finding stories within a company and using them to create strategies, build entrepreneurial teams and take imaginative risks. The author of the recent book Imagine It Forward: Courage, Creativity, and the Power of Change, Beth spent nearly three decades at GE. As vice c ...…
 
For Francesco Lagutaine, Manulife Asia's chief marketing and experience design officer, Asia is a market of contradictions. On the one hand, insurance products are relatively new to the region, so simply delivering well and reliably on business basics will still wow customers. On the other hand, customers have enormously high expectations for f ...…
 
Most of us think about Uber as a true digital disrupter. Yet, there is a very large human side to Uber. When a driver, a rider or “an eater” (someone ordering food through Uber Eats) needs help resolving something that can’t be addressed purely in-app, they contact Community Operations, an organization of some 30,000 people run by Troy Stevenso ...…
 
When veteran leader Amy Cribbs took on the challenge of improving customer experience at Vanguard, the world’s largest mutual fund company, she felt ready for the challenges of adopting new, Agile ways of working. But her experience proved to be full of surprises. A expected, the new cross-functional teams helped Vanguard design better customer ...…
 
When Vanguard, the customer loyalty leader in its industry, decided it needed to do more to keep pace with rapidly changing client expectations, that meant more than just investing money in client experience or in digital or mobile technologies. It meant shifting to new ways of working that would give Vanguard the flexibility and speed necessar ...…
 
Andrew Clayton, global head of customer experience at E.ON, talks to Rob about how you inspire an organization to respond to customer feedback, not once or twice, but continuously, with unflagging energy. Since the early 2000s, he has scaled sustainable NPS programs at three major companies, Allianz, Bupa, and now E.ON. He has become an expert ...…
 
Alex Terpstra, head of innovations at ABN AMRO Bank, was born and raised for customer service. His father, a retailer in the Netherlands, never failed to remind young Alex who put food on the family’s table. “Every day on our dinner table we were talking about customers.” On this episode of the Net Promoter System podcast, Alex explains how he ...…
 
A recent Wall Street Journal article ran under a catchy headline, “The Dubious Management Fad Sweeping Corporate America.” The dubious management fad, according to the article, is the Net Promoter Score. Of course, the headline bothered me and my podcast guest, Maurice FitzGerald, the former vice president of customer experience at HP. But once ...…
 
IBM used to collect customer feedback through longitudinal surveys—until Kathy McGettrick, the vice president of market development and insights at IBM, realized the surveys put all responsibility for creating quality experiences on IBM's sellers and ignored other aspects of the customer experience. So Kathy launched a digital platform that sen ...…
 
Razia Richter’s path to the executive suite at Petco took her on a wild, winding tour of the company’s operations and back-office functions, from accounting to inventory analytics to supply chain, to name a few. By the time Razia was put in charge of Petco’s customer experience and the adoption of the Net Promoter System, she had personally bus ...…
 
Loyal listeners may recall my last conversation, with Joshua Rossman, formerly the senior director of global customer loyalty and NPS at eBay. Since that interview, Josh has left eBay and consulted with a variety of companies on using the Net Promoter System to help guide customer experience improvements. Now he's at McAfee, one of the world's ...…
 
Kevin Parker is the chairman and CEO of HireVue, a platform for automating job interviews. Hirevue combines video interviews of job applicants with an AI-powered algorithms that can filter for qualifications faster than any HR team. Of course, an algorithm doesn’t evaluate candidates the same way a human could. Like any breakthrough in machine ...…
 
Host Rob Markey and Ignacio 'Nacho' Deschamps, group head of international banking and digital transformation at Scotiabank, discuss the role of the Net Promoter System in culture change. They also explore what Nacho has learned during Net Promoter System journeys at three different banks around the world, including how to survive the wait for ...…
 
Host Rob Markey talks to Ignacio 'Nacho' Deschamps, Group Head of International Banking and Digital Transformation at Scotiabank, who explains why he has long put customers and technology at the heart of his career in banking and describes how many of Scotiabank’s digital efforts are developed locally and then shared internationally throughout ...…
 
This week, on the Net Promoter System Podcast, I’m sharing Part 2 of my interview with Gen. Stanley McChrystal, the former commander of U.S forces in Afghanistan and head of the Joint Special Operations Command during the Iraq war. We pick up the conversation where we left off: how a leader, who has successfully built trust among a team of riva ...…
 
General Stanley McChrystal, the former commander of U.S forces in Afghanistan and head of the Joint Special Operations Command in Iraq, joins me for part one of a two-part interview. In our discussion, he describes how he forged trust among the military’s most elite fighting units. Today, he shares what he learned with civilian executives, as a ...…
 
When I rent a car, I too often find myself waiting in line for the service desk, wondering why my car wasn’t ready and waiting for me, as promised. Now I can test my hypotheses against the real world experience of this week’s guest, Eric Smuda. He led customer experience practices for two different giants of the rental car industry, Avis Budget ...…
 
Like fitness or dieting, getting started with the Net Promoter System is easy in some ways. Executives are typically optimistic and excited about their fledgling program, riding the high of their early wins. And then something emerges and threatens that momentum. But like maintaining good health, the companies that stay the course learn to anti ...…
 
CA Technologies’ Dayton Semerjian joined me on the podcast in 2016 to discuss his approach to managing the enterprise software company’s customer experience in a rapidly changing industry. At the time, the business-to-business service provider was deep in a Net Promoter journey that would ultimately rebuild its customer relationships and return ...…
 
Host Rob Markey talks to Brian Scudamore, the founder and CEO of 1-800-GOT-JUNK, whose rubbish hauling business started as a way to pay for college and grew into an international franchise. Brian discusses how the company’s commitment to customer service helped set it apart from competitors and what it takes to maintain service standards in a g ...…
 
Big things have been happening at Citizens Financial Group, the New England-based financial services company. After spending 26 years as part of the Royal Bank of Scotland, the company returned to the public market in a 2014 initial offering that raised $3 billion. And the bank has been undergoing a multiyear turnaround effort that has put cust ...…
 
Host Rob Markey talks to Bain Partner Gerard du Toit. His team recently asked hundreds of executives if they've adopted 20 of the most popular customer experience tools, and more importantly, whether they're happy with the results. While customer experience tools are not a panacea, they do form an arsenal with which companies can arm themselves ...…
 
Medical outcomes matter, but they're not the only factor in patient satisfaction. A provider's ability to communicate and express empathy are also critical to the customer experience in healthcare. Host Rob Markey welcomes back Maurice FitzGerald, retired vice president of customer experience at HP Software and author of Net Promoter—Implement ...…
 
Host Rob Markey welcomes back Jeanne Bliss, author of the new customer experience book, Would You Do that to Your Mother? In her book, she argues that companies need to humanize the customer experience to help their employees provide the service that customers want. Jeanne also advises senior leaders as founder and president of CustomerBliss, a ...…
 
Follow-up calls offer an opportunity to hear real customers describe, in detail, the things that make them love your company, or not. And they can involve senior executives in learning what it’s like to be an average customer or an average frontline employee—to get out of the mindset of “corporate” and into the world where customers interact wi ...…
 
Cable company executives know they have shaky relationships with many customers. In fact, most have been working to improve their customer experience. And one or two are taking truly radical steps to improve. Comcast, one of the biggest Internet providers in the US, is among those working hardest to earn more trust and loyalty from customers. I ...…
 
USAA, which primarily serves members of the US military and their families, has some of the most loyal customers in business. How does the company do it? USAA has organized itself around customer episodes—all the steps required to meet a customer’s need—instead of products and services. The company has gone beyond identifying and tracking these ...…
 
Rob Markey talks to Charlie Chase, president and CEO of FirstService Brands, which provides property services such as painting, remodeling and storage design through its franchise network. Charlie started as a painting franchise owner in 1982 and went on to start CertaPro Painters, one of the company’s brands. FirstService uses the Net Promoter ...…
 
Rob Markey welcomes back Fernando Cadena, director of associate engagement at Elwood Staffing Services, which places 25,000 temporary employees at companies across the country. Fernando has been leading the firm’s Net Promoter efforts, which began six years ago when he first sought feedback from the company’s associates. He has since expanded t ...…
 
Year Up has helped thousands of young adults leave minimum wage jobs and forge meaningful careers. Its one-year program has served almost 20,000 people since 2000, and the vast majority end up in roles at major companies or in college. Delivering such strong results requires Year Up to balance the needs of its students, donors and the companies ...…
 
What do successful leaders have in common? It often comes down to two key traits: passion and perseverance. In other words, they have grit. In this episode, Angela Duckworth, a psychology professor at the University of Pennsylvania, shares insights from her New York Times best-selling book, Grit: The Power of Passion and Perseverance. She's als ...…
 
When companies set out to dramatically improve their customer experience, they have many decisions to make—where to invest, which markets to go after, which touchpoints to enhance. And there are usually many opinions to consider for each choice. In this episode, Rob Markey talks to Bain Partner Jason Barro about how companies can use a roadmap ...…
 
Rob Markey talks to Jackson Jeyanayagam, chief marketing officer at Boxed, an online grocery startup that's taking on traditional wholesalers by offering personalized service and convenient delivery. Jackson joined the company in 2016 after overseeing digital marketing at Chipotle Mexican Grill.By Bain & Company.
 
Host Rob Markey talks to Celine Del Genes, vice president, concept to consumer, for Adidas Football. She oversees the sports apparel company’s go-to-market strategy for soccer shoes and gear, managing key decisions about pricing, sales channels and marketing approaches. Celine is also a Net Promoter practitioner and uses the method to gauge cus ...…
 
Rob Markey talks to Bain Partner Jeff Melton, co-leader of Bain Simple & Digital, an approach that helps companies apply digital technology where it matters. Jeff discusses the importance of choosing the right metrics to gauge a customer episode and what happens when companies choose the wrong ones.By Bain & Company.
 
Dell has been collecting customer feedback since Michael Dell dropped out of college three decades ago and founded the company. It's part of the company's DNA. The computer maker began its Net Promoter journey a decade ago when it was trying to connect customer satisfaction with economic outcomes. Now the company has a robust Net Promoter Syste ...…
 
Rob Markey welcomes Griff and Hunter Jaggard, the brothers behind the FireDisc, a portable propane cooking surface that has become required gear among outdoor enthusiasts. They launched their company in 2010 with a tractor plow disc and an idea inspired by their Texas childhoods, and they have been using Net Promoter to help guide their efforts.…
 
When responding to an angry customer, few words are as effective as "I'm sorry." And yet, it's so hard for some people to apologize sincerely. Why? In this episode, host Rob Markey welcomes back Maurice FitzGerald, retired vice president of customer experience at HP Software and author of Net Promoter—Implement the System. Together, Rob and Mau ...…
 
How does a customer's country of origin affect the feedback they provide about service experiences? Are certain countries home to naturally tough critics? Do people in some countries view rating scales differently? Cultural differences play a role in Net Promoter feedback, but to a far lesser degree than many practitioners assume. The challenge ...…
 
Despite companies’ best efforts to engage their teams, more than half of employees say they are uninspired and dissatisfied in their roles, according to Bain research. Only 19% of employees say they’re inspired and satisfied—a huge opportunity for companies that learn to tap their teams’ potential. We’ve spent the last several years studying co ...…
 
Building internal support for a fledgling Net Promoter System can be one of the biggest challenges of getting such an effort off the ground. It requires leaders to not only have a strong grasp of loyalty economics and the company's strategy, but the softer skills necessary to inspire and teach employees to do the right thing for customers. In t ...…
 
No industry has escaped the disruption of digital technology. Advertising is no exception. Ad agencies, which previously thrived in what was once a loyalty-based industry, are now facing new competition as they struggle to hold on to client relationships. Advertising fee structures have also changed, along with customer expectations. In this ep ...…
 
Begging customers for strong scores. Only seeking feedback from customers who had positive outcomes. Altering contact information to make dissatisfied customers hard to reach. When it comes to gaming the Net Promoter System, we've seen it all and one thing is always clear: When employees intentionally undermine a company's efforts to understand ...…
 
Airbnb launched 10 years ago when roommates Brian Chesky and Joe Gebbia decided to rent out an air mattress on the floor of their San Francisco living room to make a few extra bucks. Now it's a $31 billion hospitality giant that has created a whole new category of lodging. Airbnb's unique business model, which allows people in more than 190 cou ...…
 
The statistical validity of the Net Promoter Score depends on response rates; the higher the rate, the greater the accuracy. Low response rates can easily undermine a company's Net Promoter System, causing leaders to overlook burgeoning problems or wrongly assume that customers are happy. In this episode, host Rob Markey and Maurice FitzGerald, ...…
 
People feel good when they look good—it doesn't take a fashion expert to tell you that. But that feeling compounds when you make it easy for people to access clothing that's unique, fits well and suits the occasion. That's the Rent the Runway approach. The company launched in 2009 with a mission to help women feel their best by renting them des ...…
 
What does it take to develop meaningful competitive benchmark Net Promoter Scores? What is the relationship between benchmark trends and revenue? What if your company is small or operates in a niche industry with few competitors for comparison? Competitive benchmark Net Promoter Scores provide an objective and fair basis for comparing your comp ...…
 
What do customers really want when they buy a product? Some benefits are fairly obvious—convenience and quality, for example. But some customers, even those in business-to-business (B2B) markets, are seeking far more from their purchases—hope, self-actualization and motivation. Bain Partner Eric Almquist returns to the Net Promoter System Podca ...…
 
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