NPS Blog

Author Archives: Rob Markey

About Rob Markey

Partner and Global Practice Leader, Bain & Company's Customer Strategy & Marketing Practice. Co-author, The Ultimate Question 2.0.

The Net Promoter Games People Play: A Podcast Q&A with Maurice FitzGerald

Begging customers for strong scores. Only seeking feedback from customers who had positive outcomes. Altering contact information to make dissatisfied customers hard to reach. When it comes to gaming the Net Promoter System, we’ve seen it all and one thing … Continue reading

Podcast: Unlocking Airbnb’s Culture of Trust, with Aisling Hassell

Airbnb launched 10 years ago when roommates Brian Chesky and Joe Gebbia decided to rent out an air mattress on the floor of their San Francisco living room to make a few extra bucks. Now it’s a $31 billion hospitality … Continue reading

Why Response Rates Matter: A Podcast Q&A with Maurice FitzGerald

The statistical validity of the Net Promoter Score depends on response rates; the higher the rate, the greater the accuracy. Low response rates can easily undermine a company’s Net Promoter System, causing leaders to overlook burgeoning problems or wrongly assume … Continue reading

Podcast: How Rent the Runway Makes a Statement with Style—and Service

People feel good when they look good—it doesn’t take a fashion expert to tell you that. But that feeling compounds when you make it easy for people to access clothing that’s unique, fits well and suits the occasion. That’s the … Continue reading

What’s in a Benchmark? A Podcast Q&A with Maurice FitzGerald

What does it take to develop meaningful competitive benchmark Net Promoter Scores? What is the relationship between benchmark trends and revenue? What if your company is small or operates in a niche industry with few competitors for comparison? Competitive benchmark … Continue reading

Podcast: What Do B2B Customers Want?

What do customers really want when they buy a product? Some benefits are fairly obvious—convenience and quality, for example. But some customers, even those in business-to-business (B2B) markets, are seeking far more from their purchases—hope, self-actualization and motivation. Bain Partner … Continue reading

Podcast: Going to Extremes for Customers, with Sarah Robb O’Hagan

When faced with a scrappy challenger, it’s not hard for established brands to lose sight of their core customers, especially if they’re in a highly competitive market. These situations can arise when an established brand starts to lose market share to … Continue reading

Podcast: Tackling Net Promoter Questions from Practitioners on LinkedIn, with Maurice FitzGerald

What if a company wants to adopt the Net Promoter System, but lacks the resources and time to fully implement each aspect of the framework? Is it better to do something rather than nothing? In this episode, Maurice FitzGerald, the … Continue reading

Podcast: The Secret to Happier Customers? Think Simple and Digital

Telecom executives are under pressure from their customers, shareholders and other stakeholders to become more digital, to exploit the new technologies and opportunities that will enable them to deliver more services and operate more efficiently. Some companies approach their digital … Continue reading

Podcast Shorts: What It Takes to Maintain Customer Intimacy at Scale

In the old days, shop owners were on a first-name basis with their customers. Of course, the owners cultivated these relationships within their communities for years, allowing for the intimacy that so many companies aspire to today. It’s tough to … Continue reading

Podcast: Mining the Big Data Opportunity in Customer Loyalty

If you’re an angry customer, the last thing you want is another generic offer from the company that has raised your ire. These missteps can irreparably damage a relationship. But companies that know how to collect, analyze and act on … Continue reading

Podcast: A Little Praise Goes a Long Way, Says Shawn Achor

Employees who are sincerely happy almost always provide a better customer experience. But what can companies do to make a meaningful difference in how employees feel about their work? Shawn Achor, The New York Times best-selling author of The Happiness Advantage and Before … Continue reading

Podcast Shorts: The Story Behind the Smiley Face

Long before social media and online surveys, shopkeepers relied on a simple measure of customer sentiment: whether their customers were smiling. In this short episode, Fred Reichheld and I share the story behind the Net Promoter System’s signature smiley face icons, and … Continue reading

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Podcast: The Science Behind Clicking “Buy” with Jonathan Levav

Do you shop online differently if the purchase involves clicking buttons vs. dragging an item into cart? Does a product search feel more fulfilling if it forces you to scroll through a vast trove of options? Do your survey responses … Continue reading

Podcast: The Tricky Thing About Shareholder Value

One of the great philosophers said that a person who sets out to be happy probably won’t achieve his goal. On the other hand, if a person sets out to help others and make the world a better place, he … Continue reading