Ep. 2: Beyond scores at Herman Miller
Michael Ramirez and Pam Carpenter discuss how the office furniture maker approaches customer loyalty (10:35), gathers feedback (16:33) and turns scores into action (31:38).
View ArticleEp. 1: The godfather of loyalty
Fred Reichheld talks about the challenges companies face in engaging employees (8:45), the question of linking NPS to compensation (18:05) and how Net Promoter can enhance innovation (30:15).
View ArticleEp. 3: Making the grade at City Year
Gillian Smith explains how the nonprofit uses the Net Promoter System to gauge its impact on schools it serves (10:04) and employee engagement (17:20). She also shares what she wishes she knew before...
View ArticleEp. 4: Seeking the right answers at Vanguard
Martha King discusses the firm's Net Promoter System journey (6:08), including recent pilots that aim to collect better touchpoint feedback (18:55). She also offers advice to others who are considering...
View ArticleEp. 5: NPS pilots at Herman Miller
Pam Carpenter talks about the office-furniture maker's NPS pilots (2:06), lessons about e-mail surveys (5:05), how to write effective feedback requests (13:28) and how to turn feedback into action...
View ArticleEp. 6: Smiling until customers smile back
Linda Verba of TD Bank and Brian Andrews, formerly of Intuit, discuss the difference between Net Promoter Score and Net Promoter System (11:22), accountability within the system (22:41) and the...
View ArticleEp. 7: Loyalty and the problem with pasta on a plane
In part two of Rob's discussion with Linda Verba of TD Bank and Brian Andrews, formerly of Intuit, they talk about what happens in NPS Loyalty Forums and discuss the importance of senior leadership...
View ArticleEp. 8: What is your customers' predominant personality?
Mattersight CEO Kelly Conway talks with Rob Markey about algorithms that analyze customer calls in near-real time (5:52), implementing them in call centers (17:18), client success stories (34:17) and...
View ArticleEp. 9: Imagining the future of feedback
Borge Hald, founder and CEO of Medallia, explains how the company captures a wide variety of customer feedback and shares it with company employees (6:50), how Medallia got its start in the hotel...
View ArticleEp. 10: A better, simpler measure
Richard Watts, who led the adoption of the Net Promoter System at Progressive, the insurance company, talks with Rob Markey about what led an analytical company to choose such a simple measure (4:22),...
View ArticleEp. 11: Converting feedback into economic value
Rob Markey checks back in with Herman Miller's Michael Ramirez and Pam Carpenter about how a small pilot had a big effect (5:06), the challenge of rallying employees to address a single complaint...
View ArticleEp. 12: Learning from students
Rob Markey talks to Ruth Veloria, executive dean of the University of Phoenix School of Business, about the unique challenges of a for-profit college (4:41), how it's using NPS to improve the student...
View ArticleEp. 13: Dishing up real-time feedback
Rob Markey talks to Humm CEO Bernard Briggs and Robert Irvine, host of the Food Network's Restaurant: Impossible, about Humm's customer service tools (11:30), the surprising lessons of real-time...
View ArticleEp. 14: Breaking down the "invisible fence"
Tony Ezell, vice president of global market research at Eli Lilly & Co., discusses how trust (7:10) and a company's culture (21:22) play a role in developing loyalty, and the dangers of "invisible...
View ArticleEp. 15: Finding opportunities in a broken chair
Herman Miller's Pam Carpenter returns to the podcast to discuss the company's NPS pilot efforts (5:55), its response rates (16:04) and an experiment that's giving the company a window into the customer...
View ArticleEp. 16: The benchmark is dead! Long live the benchmark!
Adam Ramshaw, founder of Genroe, talks about common mistakes companies make when they adopt the Net Promoter System (11:28), his views on benchmarking (25:16) and how service companies are looking to...
View ArticleEp. 17: Scale up or scope out
Pam Carpenter and Michael Ramirez talk about the next steps in Herman Miller's NPS journey (3:16), the challenges of turning feedback into action (15:37) and lessons they've learned (36:35).
View ArticleEp. 18: Letting feedback speak for itself
Amy Pressman, co-founder of Medallia, talks about the customer experience company's NPS work (5:46), the unique tactics of customer-centric companies (8:02) and the importance of sharing feedback with...
View ArticleEp. 19: Cultural change: More than a mission statement
Host Rob Markey and Herman Miller's Pam Carpenter talk about the challenges of enacting cultural change (8:31), the benefits of a customer advocacy office (15:56) and the company's process for choosing...
View ArticleEp. 20: Making customers royally happy
Horst Schulze, CEO of Capella Hotel Group and one of the founders of Ritz-Carlton, reflects on what it takes to set a high bar for service (7:34), engage employees (16:02) and earn customers' enduring...
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