How To Increase Employee Engagement & CX Ownership

by | Aug 25, 2021 | DoingCXRight®‬ Podcast | 0 comments

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?  

Check out more conversations I’ve had with Colin Shaw about “Is Customer Experience the new marketing.” Read a summary and listen to a fun debate we had on Colin’s podcast: “the Intuitive Customer”.


*All views expressed are Stacys and do not reflect the opinions of or imply the endorsement of employers or other organizations.


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