Aligning customer experience and employee motivation
The Joyous Podcast
NPS cocreator Rob Markey on the pivotal role of simplicity and actionable feedback in transforming customer experience.
Mike Carden’s The Joyous Podcast features conversations with some of the world’s leading management thinkers.
This episode features Rob Markey, the co-creator of the Net Promoter System (NPS) and founder of the customer practice at Bain.
The podcast covers customer loyalty, the origins and evolution of NPS, and the pivotal role of simplicity and actionable feedback in transforming customer experience. Markey shares personal stories, his thoughts on common mistakes in customer feedback strategies, and his vision for the future of customer and employee experience in a tech-driven world.
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