Stacy Sherman interviews Rob Markey, co-founder of the Net Promoter System (NPS) at Bain & comapny about the meaning and evolution of NPS, misperceptions, and ultimate questions to measure customer loyalty.
During the episode, you'll learn:
- What is Net Promoter NPS and what is it NOT.
- Proven tactics to measure customer brand perceptions through NPS and beyond.
- Which brands are doing customer experience right and learnings.
- How to maximize satisfaction along the customer journey to improve results.
- Leadership advice to elevate your own work/life experiences
- More ways to measure customer loyalty beyond NPS and more
Stacy Sherman interviews CX Pioneer & 7-time author Colin Shaw, about leveraging behavioral science to advance employee engagement & long-lasting happy customers.
During the episode, you’ll learn:
- What does employee engagement really mean?
- How do you motivate others to deliver customer excellence?
- Should you tie NPS & customer satisfaction results to employee bonuses?
- What are best practices to create loyal employees who go up and beyond to create great customer experiences and service?