Customer Confidential: Untold Stories of Earned Growth

Dave Gilboa, cofounder of the eyewear company Warby Parker, discusses his mission to change the way consumers buy glasses (5:20), the decision to open physical stores (18:56) and how the company uses Net Promoter to maintain a strong customer experience (32:11).

Bain Fellow Fred Reichheld discusses the risks of tying Net Promoter Scores to compensation (4:00), the consequences of gaming a feedback system (11:33) and what it takes to get to the true root cause of a complaint (17:49).

Jim Clark of the Steamboat Springs Chamber Resort Association and Rob Perlman of the Steamboat Ski and Resort Corporation discuss when led them to gauge visitor sentiment across their town (6:40), what they learned (12:10) and how they're improving the tourist experience (21:26).

Harry's cofounder Andy Katz-Mayfield discusses what inspired him to enter the razor market (4:40), his company's personal approach to customer service (21:23) and the challenges of building a customer-centric culture at a growing company (32:07).

Bain Fellow Fred Reichheld discusses the Net Promoter System's inner loop mechanism for collecting and sharing feedback (9:56), the qualities that make NPS popular worldwide (17:09) and the perils of using mystery shoppers (24:10).

Delighted CEO Caleb Elston discusses his company's Net Promoter origins (3:29), its minimalist approach to feedback (9:00) and how its clients use its software to understand customers (39:21).

Safelite AutoGlass CEO Tom Feeney discusses what it takes to make car repairs less painful (12:23), teach customer-centric behaviors to staff (18:14) and inspire cultural change (30:23).

Bain Partner Michael Mankins discusses what it takes to truly engage employees (8:59), tactics for managing star players (20:50) and the importance of inspirational leadership (26:17).

Gautam Mahtani of Customer Feedback Systems LP, along with Phil Fegan and Sarah Cooper of HealthCare Partners of Nevada, discuss their strategies for collecting patient feedback (4:24), addressing the unique needs of healthcare providers (29:28) and organizational changes designed to improve care (33:26).

Jennifer Cunningham of Cornell University and Linda Reed of Stanford discuss the crucial role of college alumni (16:33), how they use Net Promoter System to build loyalty (25:30) and their strategies for following up with detractors (46:59).

Satmetrix CEO Richard Owen discusses his company's approach to customer experience management (3:50), the use of social media as a feedback tool (22:30) and the future of surveys (29:10).

Omar Hashem, chief customer officer of the National Commercial Bank of Saudi Arabia, discusses his role as a customer advocate (9:35), the challenges he encounters (14:08) and the Net Promoter System's impact on his company (31:08).

Andrew MacPherson of the UK National Health Service talks about the organization's Friends and Family Test (15:12), the challenges of measuring customer service in healthcare (17:36) and what's next for its Net Promoter program (46:34).

Lori Cobb and Dave Crompton, executives at the engine maker Cummins, discuss their Net Promoter System efforts (11:40), the complexities of B2B markets (15:09) and what it takes to forge an outwardly focused culture (32:54).

Howard Behar, who spent almost two decades at Starbucks, discusses the importance of letting employees be themselves (9:41) and encouraging creativity (14:35), and the origins of the Frappuccino (27:47).

Chad Keck of Promoter.io discusses his experience with the Net Promoter System (4:02), his goals to simplify feedback collection (16:11) and what's next for his company (46:40).

Bain Fellow Fred Reichheld returns to the podcast to discuss the employee engagement tool he's developing (3:44), the power of teams (14:45) and the state of surveys (22:37).

Peter Fader, co-director of the Wharton Customer Analytics Initiative at the University of Pennsylvania, talks about using data to understand consumers (5:20), become more customer-centric (13:08) and target the most valuable customers (32:22).

Bain & Company Partner Gerard du Toit talks about the struggle banks face in attracting new customers (7:25), the companies that have made the biggest strides in service (23:32), and the importance of digital tools in fostering loyalty (31:14).

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 loyalty (38:31).

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 technology support for its Net Promoter efforts (31:20).

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 front-line employees (16:33).

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).

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 manufacturing for new ways to improve performance (40:24).

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 experience (34:59).