Introducing the Net Promoter System podcast
We’re always looking for new ways to help Net Promoter System practitioners around the world share their experiences as they try to build loyalty inside and outside their organizations. We recently launched a podcast on iTunes, in which I talk to veteran Net Promoter practitioners and industry experts about everything from employee engagement to the challenges they’ve faced on their loyalty journey.
My first guest was my colleague Fred Reichheld, who helped develop the Net Promoter System more than a decade ago (see player below).
A chat with Pam Carpenter and Michael Ramirez of Herman Miller (see player below), the office furniture maker, followed in our second podcast. Pam and Michael discussed Herman Miller’s approach to customer loyalty and how the company gathers feedback and uses it to improve its operations. This is the first of several podcasts I’ll be doing with Herman Miller executives—they’ve graciously allowed me to check in with them every month or so about their Net Promoter journey.
Most recently, I talked to Gillian Smith, the chief marketing officer of City Year (see player below), the nonprofit that sends young people into urban schools to help struggling students succeed. City Year uses the Net Promoter System to gauge its relationship with its key constituents, including members of its corps, donors and the schools and communities it serves. What might surprise many executives is that City Year faces many of the same Net Promoter challenges as Fortune 500 companies.
Upcoming podcasts will feature guests from TD Bank, Vanguard and other major companies. We encourage you to check out the series on iTunes or listen on our website. You can also discuss these podcasts on Twitter, using the hashtag #npspodcast.