Shep Hyken interviews Jason Barro, Partner at Bain & Co. and Founder of NPS Prism®. He talks about the importance of measuring and understanding Net Promoter Score (NPS) in improving customer experiences (CX) and driving business growth.
“Happier customers are more valuable to the business. They buy more, stay longer, and bring their friends into your business.”
“If everybody is making their customers generally unhappy, new players will enter and create new ways of meeting customers’ needs. When they create this new way in an industry with a lot of headroom, they will win.”
“If there’s a new way of solving a need that is dramatically easier, dramatically nicer, and dramatically more reliable, even if we are not trying it ourselves, we will eventually run into someone who is. We will hear about their experience, and it will start to impact how we behave.”
“If you run a business, you need clarity on where you actually stand with your customers, why you stand there, and how much it’s worth to be better.”
Jason Barro is a leader in Bain’s Customer Strategy and Marketing practice. He is the lead partner and founder of NPS Prism ®, a customer experience and benchmarking service that provides businesses with actionable insights to build loyalty and grow sales.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
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