show episodes
 
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 ...
 
hi, i’m rob. i'm a percussionist in the met opera in new york city, and my goal is to help you win an orchestra audition quicker and easier than i did. during my decade-long career of (mostly) failed auditions, i've struggled through disappointment, rejection, intense nerves, and hopelessness. but i've personally overcome each of these to win my job. i've also helped musicians all over the world break through their struggles to get to finals and win auditions. with the right work ethic and p ...
 
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show series
 
In this episode, Nate Henderson, BILT’s founder and CEO, and Rob Markey discuss how to make a great customer experience an empowering experience, how to raise Net Promoter Score℠, and how BILT leverages analytics to improve customer sentiment. If you’d like to provide feedback on the show, please fill out our survey here. If you’d like to learn mor…
 
In this episode, Ilenia Vidili, a customer-centricity adviser and author of Journey to Centricity, and Rob Markey discuss why connecting to customers means understanding what they value. When companies use their voice to stand up for something they truly believe in or to advance and improve society, customers notice. If you’d like to provide feedba…
 
In this episode, Jon Picoult, founder and principal at Watermark Consulting, and Rob Markey discuss why creating fewer problems for consumers drives more value interactions and how to deliver a cost-effective experience customers value long term. If you’d like to provide feedback on the show, please fill out our survey here. If you’d like to learn …
 
In this episode, Barbara Higgins, former chief customer officer of Duke Energy, and Rob Markey discuss what customer loyalty in the utility industry looks like as well as Barbara's strategies and techniques to cultivate lasting trust. If you’d like to provide feedback on the show, please fill out our survey here. If you’d like to learn more about B…
 
In this episode, Dr. Jason Guardino of The Permanente Medical Group and Rob Markey discuss how healthcare organizations like Jason’s are helping physicians and care facilities create meaningful and valuable patient experiences that promote better care outcomes. If you’d like to provide feedback on the show, please fill out our survey here. If you’d…
 
In the workplace, biased language and treatment can often slip by without consequence, leaving those discriminated against feeling powerless or unheard. But Just Work cofounders Trier Bryant and Kim Scott believe integrating bias disruptors in the workplace can help all who experience or observe bias speak up and address it in the moment. In this e…
 
Bias. We all have it. We form quick assessments of someone’s character off of their appearance alone, for instance. But those quick assessments can undermine customer and workplace relationships. What if more people were aware when bias was creeping into their perspective? In this episode, Kim, Trier, and I discuss what a “just” work environment lo…
 
Since its somewhat humble beginnings mailing DVDs back-and-forth with customers in red envelopes, Netflix has evolved into an iconic digital insurgent known not only for its seamless entertainment experience, but also for its award-winning studio and production output. In this episode, Todd Yellin, vice president of product at Netflix, shares his p…
 
It seems obvious: When customers feel loved and appreciated by a company, they stay longer, buy more, and enthusiastically return. But how do you get boards and shareholders to abandon quick profits and invest in the long-term goal of customer satisfaction? In this episode of the podcast, Fred Reichheld, a Bain fellow, creator of the Net Promoter S…
 
“Love” isn’t a word you often hear in business. It seems to run counter to the calculated numbers and tedious plans crafted in many boardrooms. But in his new book Winning on Purpose: The Unbeatable Strategy of Loving Customers, Fred Reichheld, a Bain fellow and creator of the Net Promoter system of management, makes it clear: Loving your customers…
 
It’s trendy right now for leadership teams to craft lofty statements of purpose. But Darci Darnell, a Bain partner and coauthor of the new book Winning on Purpose: The Unbeatable Strategy of Loving Customers, says the organizations that succeed in inspiring their teams with the company’s sense of purpose don’t just craft these mission statements, t…
 
Despite the pressing challenge of digital native insurgents, incumbent companies have struggled to shift to a customer-centric strategy, fearing shrinking shareholder returns and being weighed down by operational hurdles. However, Maureen Burns, a Bain Partner and coauthor of the new book Winning on Purpose: The Unbeatable Strategy of Loving Custom…
 
A central theme in Fred Reichheld's new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers, which releases December 7, is purpose. For Fred, a well-defined company purpose is the engine that drives success. But it’s not enough. To succeed, an organization’s No. 1 goal should always be to make customers’ lives better.…
 
After the murder of George Floyd in May 2020, USAA took a public stance on racial justice. But Tony Wells, USAA’s chief brand officer at the time, says the organization’s conversation began privately. Given the company’s history of strong internal communication and employees’ deep sense of mission, Wells believed that they were set up for successfu…
 
It’s tempting to attribute USAA's success to its special expertise in serving military personnel. But Tony Wells, USAA’s former chief brand officer, says it comes down to empathy for the unique challenges members face. In this episode, Tony shares how USAA lives its mission every day, how the company quickly adapted to support employees and custome…
 
Former tech executive Kara Goldin, author of the new book “Undaunted: Overcoming Doubts And Doubters,” shares the story behind Hint Water: How her quest to find an alternative to diet soda led to the creation of an entirely new type of beverage. Her story reveals how persistence and a singular focus on meeting core customer needs can result in outs…
 
The Royal Bank of Scotland (RBS), now part of NatWest Group, is older than some of the world’s countries. For much of that time, the very essence of the bank was to put its customers first. But in more recent history, the storied bank had lost sight of that mission, says Paul Smith, director of customer insights and marketing at NatWest Group. In t…
 
Few people are loyal to a body shop. Instead, people find them, literally, by accident: after a fender bender, most customers select a shop from their insurer’s direct repair program. But when Steve Grimshaw, executive chairman of Caliber Collision, first took over as CEO of the body shop company in 2009, he realized that with repair experiences of…
 
meet janet horvath, the former associate principal cello of the minnesota orchestra. when janet was in school, she wanted to be the best cellist in the world. she worked outrageously hard at her instrument for long hours and rarely took breaks. it ended in a debilitating injury, and she calls herself one of the "walking wounded." she thought her li…
 
on one hand, the boston symphony's jim markey has had an objectively amazing career. he's held a handful major american jobs: pittsburgh symphony principal trombonist, NY philharmonic associate principal trombonist, NY phil bass trombonist, and his current job, bass trombonist with the bso. but it wasn't always like that. just like the rest of us, …
 
sharon sparrow, flutist in the detroit symphony, wrote the book on audition prep. literally. it's called 6 weeks to finals, and it's the only book out there, i think, that walks you through a step-by-step guide to preparing for an orchestra audition. it feels empowering to know that there's not some magical sorcery behind winning an audition. nope:…
 
i'll remember the day forever: may 20th, 2011. i started the day waking up on molly yeh's couch on 96th street, and ended the day carrying two bottles of dewar's scotch whisky into a friend's apartment to celebrate something i never thought i could achieve. that day changed my life. it still boggles my mind that it happened. well, to be honest, it …
 
if you get rejected from an audition, should you just practice the exact same way and try again? ...HELL NO! to me, auditions are just a game. you prepare for audition day in a particular way, and you test that particular system of preparation by going to the audition and seeing what happens. once it's over, you carefully analyze what happened, bra…
 
welcome to the auditionhacker podcast! my name is rob knopper, i'm an audition coach and percussionist with the met opera, and i'll be your host. EVERYONE struggles with audition rejection at some point or another. but if you're deadset on winning an orchestra job, then i'm here to help. no matter what audition obstacle you're struggling with, ther…
 
Lori Cobb found her passion in a leadership role at Cummins Inc. that included responsibility for customer experience and insights: “I love solving problems, and I particularly enjoy solving customer problems,” she says. “And customers were hungry to have somebody just listen to what their needs are.” Today, she’s CEO of Mockingbird Ventures and a …
 
Darrell Rigby believes passionately that Agile is the future. “I do believe that this is the way that companies will be run going forward." His biggest fear, though, is that "there’s a lot of Agile that’s being done wrong. If we don’t fix that, then Agile is likely to turn into the next management fad.” Coauthor of a new book, Doing Agile Right, Da…
 
Mark Robinson, president of UPS Capital, the financial services subsidiary of UPS, joins me to discuss how the adoption of the Net Promoter System at UPS Capital was turbocharged by Agile ways of working and how Agile teams were able to radically speed up needed fixes to the customer experience that frontline employee identified in their huddles.…
 
Some customer metrics are so good at predicting customer behavior and the value of a company’s customer base, says the Wharton School’s Peter Fader, that “any sensible investor should be demanding these kinds of metrics. And of course, any sensible executive should be obsessed over these kinds of metrics internally.” In this, the second podcast in …
 
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