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Ep. 168: American Express's Luis Angel-Lalanne | Uncovering Customer Insights Beyond the Score

0:41:35

2 wks ago

Ep. 167: Sandy Rogers | Figuring Out How to Measure Customer Experience

0:46:51

1 mth ago

Ep. 166: Horst Schulze | Do You Want To Lead or Just Manage?

0:12:16

2 mths ago

Ep. 165: Horst Schulze | Behind the Luxury, a Human Purpose

1:03:21

2 mths ago

Ep. 164: Beth Comstock | First, Listen to the Customer Story

1:03:21

2 mths ago

Ep. 163: Manulife Asia's Francesco Lagutaine | Delivering a Customer Experience Where Wow Isn’t Enough

1:04:40

3 mths ago

Ep. 162: Uber's Troy Stevenson | The Human Side of Uber’s Digital Customer Experience

1:03:29

4 mths ago

Ep. 161: Vanguard's Amy Cribbs | Uncovering the Unexpected through Agile

0:38:59

5 mths ago

Ep. 160: Vanguard's Amy Cribbs | Accelerating Customer Experience Improvements through Agile

0:40:42

5 mths ago

Ep. 159: E.ON’s Andrew Clayton |The Self-Replicating Customer Feedback Loop

0:49:14

5 mths ago

Ep. 158: ABN AMRO's Alex Terpstra | Without the Customer, There's No Food on the Table

0:46:31

6 mths ago

Ep. 157: Maurice FitzGerald | Dubious Management Fad? No, but There’s Room for Improvement

0:31:00

6 mths ago

Ep. 156: Kathy McGettrick | How IBM Scales Customer Feedback

0:32:56

6 mths ago

Ep. 155: Razia Richter | When an Operator Becomes Chief Customer Officer

0:42:48

7 mths ago

Ep. 154: Joshua Rossman | How to Bring Customer Feedback to Life at Scale

0:43:23

8 mths ago

Ep. 153: HireVue's Kevin Parker | The Rise and Decline of the Modern Day Résumé

0:37:58

8 mths ago

Ep. 152: Scotiabank’s Ignacio Deschamps | Surviving Year Two

0:25:57

8 mths ago

Ep. 151: Scotiabank's Ignacio Deschamps | The Customer Letter That Shaped a Leader

0:35:28

9 mths ago

Ep. 150: Gen. Stanley McChrystal |True Leadership Means Fewer Decisions, Less Ego (Part 2)

0:16:32

9 mths ago

Ep. 149: Gen. Stanley McChrystal | Battle-Tested Advice (Part 1)

0:47:45

9 mths ago

Ep. 148: Eric Smuda | Dude, Where's My Car?

0:52:14

9 mths ago

Ep. 147: CA Technologies’ Dayton Semerjian | Keeping the Faith Even as Others Lose It

0:34:20

11 mths ago

Ep. 146: CA Technologies’ Dayton Semerjian | Getting Back to Growth in B2B

0:35:41

11 mths ago

Ep. 145: 1-800-GOT-JUNK’s Brian Scudamore | A Shining Example of Memorable Service

0:49:41

1 yr ago

Ep. 144: Citizens Bank's Beth Johnson | First Customers, Then Growth

0:42:58

1 yr ago

Ep. 143: Bain's Gerard du Toit | The Customer Experience Tools Companies Love

0:47:25

1 yr ago

Ep. 142: Q&A with Maurice FitzGerald | The Empathy Remedy in Healthcare

0:34:23

1 yr ago

Ep. 141: Jeanne Bliss of CustomerBliss | It’s Still About Humans Helping Humans

0:45:42

1 yr ago

Ep. 140: Comcast’s Charlie Herrin | How Follow-up Calls Can Inspire Change

0:30:42

1 yr ago

Ep. 139: Comcast’s Charlie Herrin | Inside a Cable Giant’s Net Promoter Turnaround

0:50:39

1 yr ago

Ep. 138: USAA's Julio Estevez-Breton | The Customer Experience-Based Organization

0:50:45

1 yr ago

Ep. 137: FirstService's Charlie Chase | The Business Lessons of Rejection

0:58:45

1 yr ago

Ep. 136: Elwood Staffing's Fernando Cadena | Building Temporary Relationships That Last

0:45:51

1 yr ago

Ep. 135: Year Up's Garrett Warfield and Jess Britt | Fostering a Feedback Culture

0:52:35

1 yr ago

Ep. 134: "Grit" Author Angela Duckworth | Leading with Grit

0:44:51

1 yr ago

Ep. 133: Bain's Jason Barro | The Roadmap to Leadership

0:39:02

1 yr ago

Ep. 132: Boxed's Jackson Jeyanayagam | Using Service to Take on Retail's Big Names

0:39:19

1 yr ago

Ep. 131: Adidas' Celine Del Genes | Designing the Glitch Experience

0:42:32

1 yr ago

Ep. 130: Bain's Jeff Melton | The Metrics That Matter Most

0:45:56

1 yr ago

Ep. 129: Dell's Marc Stein | Bringing Net Promoter to Scale

0:34:11

1 yr ago

Ep. 128: FireDisc's Griff and Hunter Jaggard | Stoking the Entrepreneurial Spirit

0:38:39

1 yr ago

Ep. 127: Q&A with Maurice FitzGerald | Boning Up on Behavioral Economics

0:26:02

1 yr ago

Ep. 126: Q&A with Maurice FitzGerald | Are Cultural Differences at Play?

0:19:40

1 yr ago

Ep. 125: Darci Darnell | Bringing Net Promoter to the People

0:35:54

2 yrs ago

Ep. 124: Q&A with Maurice FitzGerald | Rallying Teams Around Net Promoter

0:17:56

2 yrs ago

Ep. 123: Michael Farmer | Inside Madison Avenue's Loyalty Challenge

0:37:11

2 yrs ago

Ep. 122: Q&A with Maurice FitzGerald | The Net Promoter Games People Play

0:25:02

2 yrs ago

Ep. 121: Aisling Hassell | Unlocking Airbnb's Culture of Trust

0:40:40

2 yrs ago

Ep. 120: Q&A with Maurice FitzGerald | Why Response Rates Matter

0:27:38

2 yrs ago

Ep. 119: Jennifer Hyman | How Rent the Runway Makes a Statement with Style—and Service

0:36:08

2 yrs ago

Ep. 118: Q&A with Maurice FitzGerald | What's in a Benchmark?

0:30:13

2 yrs ago

Ep. 117: Eric Almquist | What Do B2B Customers Want?

0:48:48

2 yrs ago

Ep. 116: Sarah Robb O'Hagan | Going to Extremes for Customers

0:43:25

2 yrs ago

Ep. 115: Maurice FitzGerald | Tackling Net Promoter Questions from Practitioners on LinkedIn

0:51:25

2 yrs ago

Ep. 114: Fred Debruyne | The Secret to Happier Customers? Think Simple and Digital

0:37:30

2 yrs ago

Ep. 113: Shorts | Maintaining Customer Intimacy at Scale

0:02:52

2 yrs ago

Ep. 112: Tom Springer | Mining the Big Data Opportunity in Customer Loyalty

0:40:38

2 yrs ago

Ep. 111: Shawn Achor | Why a Little Praise Goes a Long Way

0:42:41

2 yrs ago

Ep. 110: Shorts | The Story Behind the Smiley Face

0:02:39

2 yrs ago

Ep. 109 Jonathan Levav | The Science Behind Clicking "Buy"

0:41:50

2 yrs ago

Ep. 108: Roger Martin | The Tricky Thing About Shareholder Value

0:44:24

2 yrs ago

Ep. 107: Shorts | Asking the Right Question

0:03:34

2 yrs ago

Ep. 106: Chris Zook | Why Front-Line Obsession Is Critical to Growth

0:37:27

2 yrs ago

Ep. 105: Shorts | Going Beyond Statistics with Net Promoter

0:03:31

2 yrs ago

Ep. 104: Ian Malpass | Big Lessons in Culture from a Mat Manufacturer

0:44:55

2 yrs ago

Ep. 103: Peter Fader | What Is a Customer Worth?

0:43:00

2 yrs ago

Ep. 102: Shorts | The Outer Loop of the Net Promoter System

0:03:58

2 yrs ago

Ep. 101: Eric Almquist | Tapping into Customers' Deepest Aspirations

0:43:06

2 yrs ago

Ep. 100: Who Makes the Follow-Up Call? Rob Markey Answers More Listener Questions

0:19:08

2 yrs ago

Ep. 99: What's in a Scale? Rob Markey Answers Listeners' Questions

0:12:45

2 yrs ago

Ep. 98: The 33 Qualities of Inspiring Leaders

0:42:06

3 yrs ago

Ep. 97: Shorts - Huddles in the Net Promoter System

0:03:02

3 yrs ago

Ep. 96: What Really Motivates People

0:38:52

3 yrs ago

Ep. 95: Rob Markey Answers Listeners' Net Promoter System Questions

0:19:50

3 yrs ago

Ep. 94: Shorts - The Inner Loop of the Net Promoter System

0:03:39

3 yrs ago

Ep. 93: What Does It Really Take to Become an Expert?

0:42:13

3 yrs ago

Ep. 92: Shorts - Who Should Run Your Net Promoter System?

0:03:22

3 yrs ago

Ep. 91: Finding the Road to Authenticity at Lyft

0:41:18

3 yrs ago

Ep. 90: Shorts - The Essential Role of the Customer Advocacy Office

0:03:00

3 yrs ago

Ep. 89: Shorts - Get Real Feedback from Your B2B Customers

0:04:10

3 yrs ago

Ep. 88: Want to Empower Employees? Start by Letting Go

0:42:38

3 yrs ago

Ep. 87: What Do You Call the Space Between Your Company and Mine?

0:53:10

3 yrs ago

Ep. 86: The Four Seasons Approach to Five-Star Service

0:49:56

3 yrs ago

Ep. 85: Shorts - Employee Engagement—Fostering Energy, Enthusiasm and Creativity

0:04:04

3 yrs ago

Ep. 84: Shorts - Closing the Loop in the Net Promoter System

0:03:26

3 yrs ago

Ep. 83: Shorts - The Value of Prototypes

0:03:34

3 yrs ago

Ep. 82: When Customers Speak Their Minds

0:33:22

3 yrs ago

Ep. 81: The Art of Human Connection

0:37:11

3 yrs ago

Ep. 80: Shorts - The Infrastructure Behind an Effective Net Promoter System

0:02:55

3 yrs ago

Ep. 79: What Makes Customers Buy? It's Not Always What You Think

0:47:49

3 yrs ago

Ep. 78: The Gift of Brutally Honest Feedback

0:48:00

3 yrs ago

Ep. 77: How to Get More Out of Your Net Promoter System

0:38:21

3 yrs ago

Ep. 76: How to Stay Married (to Your Customers)

0:48:22

3 yrs ago

Ep. 75: Creating a Service Culture That Keeps Customers Coming Back—for Life

0:49:01

3 yrs ago

Ep. 74: How VimpelCom Set a Roadmap for Improvement

0:42:02

3 yrs ago

Ep. 73: Shorts - Creating a Reliable Metric

0:03:35

3 yrs ago

Ep. 72: Shorts - Developing a Root Cause Capability

0:03:00

3 yrs ago

Ep. 71: Shorts - The Keys to Effective Learning

0:02:44

3 yrs ago

From feedback to action

0:02:04

3 yrs ago

Ep. 70: The Business of Habits: Why You Just Can’t Put Down Your Phone

0:46:46

3 yrs ago

Ep. 69: The Biggest Challenges of Adopting the Net Promoter System

0:40:56

3 yrs ago

Ep. 68: Shorts - Converting Loyalty Into Economic Advantage

0:03:53

3 yrs ago

Ep. 67: Shorts - From feedback to action

0:02:42

3 yrs ago

Ep. 66: Shorts - Leading a Net Promoter System company

0:03:01

3 yrs ago

Ep. 65: Shorts - The economics of loyalty

0:03:15

3 yrs ago

Ep. 64: How Bonobos designs a tailored shopping experience

0:45:33

3 yrs ago

Ep. 63: How text messages helped a phone retailer turn up feedback

0:36:16

4 yrs ago

Ep. 62: Lessons from great founder-led firms

0:56:58

4 yrs ago

Ep. 61: How Qualtrics stumbled on the Net Promoter System

0:38:58

4 yrs ago

Ep. 60: At DonorsChoose, supplying transparency and integrity

0:38:07

4 yrs ago

Ep. 59: Shorts - Your best employees work for love, not money

0:04:49

4 yrs ago

Ep. 58: At Safelite, training leaders to hit the gas on culture change

0:29:21

4 yrs ago

Ep. 57: Restaurants discover the special sauce of Net Promoter feedback

0:40:24

4 yrs ago

Ep. 56: Shorts - The benefits of a competitive benchmark Net Promoter Score

0:04:08

4 yrs ago

Ep. 55: Rebuilding the LEGO Group by rediscovering customer centricity

0:35:41

4 yrs ago

Ep. 54: Power to the customer at E.ON

0:49:50

4 yrs ago

Ep. 53: Former Telstra CEO David Thodey's Net Promoter journey - Part 2

0:31:16

4 yrs ago

Ep. 52: Former Telstra CEO David Thodey's Net Promoter journey - Part 1

0:29:46

4 yrs ago

Ep. 51: Five keys to successful innovation

0:47:43

4 yrs ago

Ep. 50: Looking back on 50 episodes

0:28:25

4 yrs ago

Ep. 49: Creating a market of trust and delight at eBay

0:48:31

4 yrs ago

Ep. 48: At OpenTable, making dining more satisfying

0:39:00

4 yrs ago

Ep. 47: The short meeting that leads to big results

0:41:16

4 yrs ago

Ep. 46: The wisdom of Jeanne Bliss

0:37:51

4 yrs ago

Ep. 45: Taking the turbulence out of travel at JetBlue

0:29:05

4 yrs ago

Ep. 44: Nailing Net Promoter at Habitat for Humanity

0:46:53

4 yrs ago

Ep. 43: How Birchbox unwraps customer data to open up delight

0:36:54

4 yrs ago

Ep. 42: Answering the call for culture change at a telecom giant

0:39:18

4 yrs ago

Ep. 41: At Disney, the show must go on

0:54:52

4 yrs ago

Ep. 40: Taking the temperature of temps

0:55:12

4 yrs ago

Ep. 39: How Warby Parker is changing the rules of eyewear

0:42:48

4 yrs ago

Ep. 38: Net Promoter, pay and predictable consequences

0:45:27

4 yrs ago

Ep. 37: Would you recommend your town to a friend?

0:48:28

4 yrs ago

Ep. 36: Taking on the razor blade giants

0:47:31

4 yrs ago

Ep. 35: The inner loop of the Net Promoter System

0:30:35

4 yrs ago

Ep. 34: Making feedback easy and appealing to customers

0:57:11

4 yrs ago

Ep. 33: Net Promoter at the heart of a transformation

0:54:59

4 yrs ago

Ep. 32: The real secret of employee engagement

0:40:25

4 yrs ago

Ep. 31: Taking the pulse of patient care

0:55:43

4 yrs ago

Ep. 30: Planning the marriage (not just the wedding)

0:57:57

4 yrs ago

Ep. 29: Love feedback, but hate surveys?

0:43:07

4 yrs ago

Ep. 28: Who's advocating for your customers?

0:56:59

4 yrs ago

Ep. 27: A prescription for better service

0:50:40

4 yrs ago

Ep. 26: The engine that drives customer loyalty in B2B

0:34:58

5 yrs ago

Ep. 25: Brewing loyalty at Starbucks

0:39:38

5 yrs ago

Ep. 24: The challenge of radical simplicity

0:52:49

5 yrs ago

Ep. 23: The magic of engaged, empowered employees

0:32:08

5 yrs ago

Ep. 22: There's no such thing as an "average" customer

0:44:04

5 yrs ago

Ep. 21: Why are bank customers so disloyal?

0:47:15

5 yrs ago

Ep. 20: Making customers royally happy

0:53:14

5 yrs ago

Ep. 19: Cultural change: More than a mission statement

0:45:55

5 yrs ago

Ep. 18: Letting feedback speak for itself

0:39:41

5 yrs ago

Ep. 17: Scale up or scope out

0:46:21

5 yrs ago

Ep. 16: The benchmark is dead! Long live the benchmark!

0:46:09

5 yrs ago

Ep. 15: Finding opportunities in a broken chair

0:43:05

5 yrs ago

Ep. 14: Breaking down the "invisible fence"

0:41:10

5 yrs ago

Ep. 13: Dishing up real-time feedback

0:46:42

5 yrs ago

Ep. 12: Learning from students

0:20:58

5 yrs ago

Ep. 11: Converting feedback into economic value

0:44:45

5 yrs ago

Ep. 10: A better, simpler measure

0:34:01

5 yrs ago

Ep. 9: Imagining the future of feedback

0:48:12

5 yrs ago

Ep. 8: What is your customers' predominant personality?

0:50:53

5 yrs ago

Ep. 7: Loyalty and the problem with pasta on a plane

0:40:02

5 yrs ago

Ep. 6: Smiling until customers smile back

0:56:49

5 yrs ago

Ep. 5: NPS pilots at Herman Miller

0:35:01

5 yrs ago

Ep. 4: Seeking the right answers at Vanguard

0:53:54

5 yrs ago

Ep. 3: Making the grade at City Year

0:34:54

5 yrs ago

Ep. 1: The godfather of loyalty

0:30:16

5 yrs ago

Ep. 2: Beyond scores at Herman Miller

0:43:25

5 yrs ago
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