The Customer Confidential Podcast

Get Real Feedback from Your B2B Customers

Rob Markey discusses how the Net Promoter System® can facilitate relationship-enhancing conversations with complex organizations.

Podcast

Get Real Feedback from Your B2B Customers
en

Most companies that serve other companies solicit feedback, often in the form of quarterly or semiannual satisfaction surveys.

The Net Promoter System in a B2B setting also solicits feedback from customers. But that’s where the similarity to conventional methodologies ends. This system’s twin goals are to foster customer engagement and build strong client relationships. It isn’t so much a survey method as a means of facilitating relationship-enhancing conversations. It helps sales reps and account managers get involved in solving customers’ problems. It shows marketers and product designers and service engineers ways to make the customer’s experience better. The feedback it provides is continuous: It offers granular insights into what is troubling or delighting any given customer at any given time.

In this short episode of the Net Promoter System Podcast, I talk about how the system can facilitate relationship-enhancing conversations.

You can listen to the episode on iTunes or through the player above. Click here to view more episodes.

 Net Promoter®, Net Promoter System®, Net Promoter Score® and NPS® are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.

Share feedback

Tell us what you think

Did you like or dislike the latest podcast? Are there people you'd like to hear Rob interview? Let us know!

Listen

Want to hear more from today's loyalty leaders?

Explore more episodes of The Customer Confidential Podcast.

Tags

Want to continue the conversation?

We offer unparalleled analytic and organizational tools for the Net Promoter System. Together, we can create an enduring customer-centric culture.