NPS Blog

The Net Promoter System Podcast: Looking back on 50 episodes

The Net Promoter System podcastThe Net Promoter System Podcast started as an experiment almost two years ago when I asked my colleague Fred Reichheld if I could record one of our conversations.

The experience resulted in a free-flowing conversation about employee engagement and innovation. It inspired me to reach out to executives who are trying to build loyalty at their companies—people who are doing the tough work of trying to enact culture change at often large, complex organizations. I wanted to find out what it takes to achieve customer-centricity in a wide range of industries. Perhaps I would uncover some new tactics that could help the broader Net Promoter community along the way.

My guests have shared their experiences with impressive candor. While it’s easy to share success stories in public, not many people will talk openly about their failed projects and implementation setbacks. And not many have the confidence to reveal their moments of self-doubt or their challenges overcoming the skepticism of colleagues. That’s why I have tremendous respect for people in these positions. The role requires a special blend of positivity, shrewdness and unflappable confidence in the strategic, operational and financial power of loyalty.

Now that we’re 50 podcast episodes in, I thought it would be a great time to step back and reflect on some of the stories and lessons we’ve heard. In honor of this milestone, I’ve pulled together segments from some of my favorite episodes. Each segment offers a lesson in customer or employee advocacy.

Lee Cockerell, formerly the leader of Walt Disney World operations, discusses how Disney learns about customers’ needs before customers are fully aware of them. Bonny Simi of JetBlue talks about “servant leadership” and why executives sometimes need to roll up their sleeves and get on the front line. Legendary hotelier Horst Schulze of Cappella Group (and, famously, of Ritz-Carlton, previously) imparts his reason for emphasizing the service standards he presses upon his staff. Dave Gilboa of the eyeglass retailer Warby Parker explains why companies need to offer something truly different. Finally, Harry’s cofounder Andy Katz-Mayfield shares how a customer promoter volunteered to help the company improve its razor design.

While the podcast started as an experiment, it has now grown into something larger. I’ve had to learn a lot along the way, and my team and I want to make the next 50 podcasts even better. That’s why we’re asking—more like imploring—you to share your feedback about the series. We want to hear what you like and what you don’t like, and why. I promise this survey won’t take long (Net Promoter regulars know how I feel about long surveys).

Share your feedback


You can listen to our 50th episode of the Net Promoter System Podcast on iTunes, or through the player below. Click here to browse more Net Promoter System Podcast episodes.

Subscribe to the Net Promoter System podcast on iTunes

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