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Ep. 50: Looking back on 50 episodes
Aug 20, 2015 In honor of the podcast's 50th episode, Rob Markey highlights some of his favorite stories and lessons from podcast guests, including former Disney executive Lee Cockerell (2:05), hotelier Horst Schulze (9:53) and JetBlue's Bonny Simi (19:49).
Ep. 49: Creating a market of trust and delight at eBay
Aug 13, 2015 Joshua Rossman, who leads loyalty efforts at eBay, discusses the early challenges the company faced as it adopted the Net Promoter System (2:30), the importance of building trust (13:20) and what it takes to become customer-centric (38:45).
Ep. 48: At OpenTable, making dining more satisfying
Aug 6, 2015 Leela Srinivasan of restaurant reservation service OpenTable discusses the challenges of running a restaurant (8:10), shares key lessons from Net Promoter feedback (12:20) and talks about the company's mobile payment app (23:21).
Ep. 47: The short meeting that leads to big results
Jul 23, 2015 Bain's Fred Reichheld returns to the podcast to share his early experiences with team huddles (1:50), the ways that companies use them to connect employees to the larger business mission (7:45), and tips to make them more effective (31:55).
Ep. 46: The wisdom of Jeanne Bliss
Jul 9, 2015 Jeanne Bliss, who pioneered the role of chief customer officer, discusses the dangers of reactionary behavior (3:00), the traits of an effective chief customer officer (15:30) and the companies she admires (23:50).
Ep. 45: Taking the turbulence out of travel at JetBlue
Jul 2, 2015 Bonny Simi, vice president of talent at JetBlue, shares the airline's approach to inspiring employees (8:00), encouraging teamwork (10:45) and creating a culture that puts customers first (23:05).
Ep. 44: Nailing Net Promoter at Habitat for Humanity
Jun 25, 2015 Ann Goggins Gregory and Mark Andrews of Habitat for Humanity discuss their efforts to pilot the Net Promoter System with volunteers (9:27), the surprising clarity that open-ended questions can provide (16:00) and the complexities that come with running a major nonprofit (30:00).
Ep. 43: How Birchbox unwraps customer data to open up delight
Jun 18, 2015 Birchbox cofounder Hayley Barna discusses how the beauty e-commerce company got its start (3:02), how it rigorously tracks customer buying behavior (14:36) and its decision to open physical stores (27:46).
Ep. 42: Answering the call for culture change at a telecom giant
Jun 11, 2015 Telecom executive John Dwyer discusses the benefits of the Net Promoter System's outer loop process (13:45), the company's approach to delighting mobile customers (16:10) and its strategies for supporting frontline employees (27:09).
Ep. 41: At Disney, the show must go on
May 21, 2015 Former Disney executive Lee Cockerell shares what it takes to maintain high-quality service at the company's theme parks and resorts (4:52), anticipate customers' needs (16:41) and spread that signature Disney magic (26:52).
Ep. 40: Taking the temperature of temps
May 14, 2015 Alan Balmer and Fernando Cadena of Elwood Staffing discuss how they use Net Promoter to improve conditions for employees in temporary placements (18:34), build lasting relationships (35:28) and improve the staffing experience for clients (42:43).
Ep. 39: How Warby Parker is changing the rules of eyewear
May 7, 2015 Dave Gilboa, cofounder of the eyewear company Warby Parker, discusses his mission to change the way consumers buy glasses (5:20), the decision to open physical stores (18:56) and how the company uses Net Promoter to maintain a strong customer experience (32:11).
Ep. 38: Net Promoter, pay and predictable consequences
Apr 23, 2015 Bain Fellow Fred Reichheld discusses the risks of tying Net Promoter Scores to compensation (4:00), the consequences of gaming a feedback system (11:33) and what it takes to get to the true root cause of a complaint (17:49).
Ep. 37: Would you recommend your town to a friend?
Apr 16, 2015 Jim Clark of the Steamboat Springs Chamber Resort Association and Rob Perlman of the Steamboat Ski and Resort Corporation discuss when led them to gauge visitor sentiment across their town (6:40), what they learned (12:10) and how they're improving the tourist experience (21:26).
Ep. 36: Taking on the razor blade giants
Apr 9, 2015 Harry's cofounder Andy Katz-Mayfield discusses what inspired him to enter the razor market (4:40), his company's personal approach to customer service (21:23) and the challenges of building a customer-centric culture at a growing company (32:07).
Ep. 35: The inner loop of the Net Promoter System
Mar 26, 2015 Bain Fellow Fred Reichheld discusses the Net Promoter System's inner loop mechanism for collecting and sharing feedback (9:56), the qualities that make NPS popular worldwide (17:09) and the perils of using mystery shoppers (24:10).
Ep. 34: Making feedback easy and appealing to customers
Mar 12, 2015 Delighted CEO Caleb Elston discusses his company's Net Promoter origins (3:29), its minimalist approach to feedback (9:00) and how its clients use its software to understand customers (39:21).
Ep. 33: Net Promoter at the heart of a transformation
Mar 5, 2015 Safelite AutoGlass CEO Tom Feeney discusses what it takes to make car repairs less painful (12:23), teach customer-centric behaviors to staff (18:14) and inspire cultural change (30:23).
Ep. 32: The real secret of employee engagement
Feb 26, 2015 Bain Partner Michael Mankins discusses what it takes to truly engage employees (8:59), tactics for managing star players (20:50) and the importance of inspirational leadership (26:17).
Ep. 31: Taking the pulse of patient care
Feb 12, 2015 Gautam Mahtani of Customer Feedback Systems LP, along with Phil Fegan and Sarah Cooper of HealthCare Partners of Nevada, discuss their strategies for collecting patient feedback (4:24), addressing the unique needs of healthcare providers (29:28) and organizational changes designed to improve care (33:26).