Artwork

コンテンツは Bain & Company, Rob Markey, Company partner, and Customer experience expert によって提供されます。エピソード、グラフィック、ポッドキャストの説明を含むすべてのポッドキャスト コンテンツは、Bain & Company, Rob Markey, Company partner, and Customer experience expert またはそのポッドキャスト プラットフォーム パートナーによって直接アップロードされ、提供されます。誰かがあなたの著作権で保護された作品をあなたの許可なく使用していると思われる場合は、ここで概説されているプロセスに従うことができますhttps://ja.player.fm/legal
Player FM -ポッドキャストアプリ
Player FMアプリでオフラインにしPlayer FMう!

Ep. 225: Jason Barro | Trapped: The Hidden Forces Behind Counterintuitive NPS Results

33:32
 
シェア
 

Manage episode 390755537 series 2481384
コンテンツは Bain & Company, Rob Markey, Company partner, and Customer experience expert によって提供されます。エピソード、グラフィック、ポッドキャストの説明を含むすべてのポッドキャスト コンテンツは、Bain & Company, Rob Markey, Company partner, and Customer experience expert またはそのポッドキャスト プラットフォーム パートナーによって直接アップロードされ、提供されます。誰かがあなたの著作権で保護された作品をあなたの許可なく使用していると思われる場合は、ここで概説されているプロセスに従うことができますhttps://ja.player.fm/legal

How do high-quality NPS benchmarks unlock strategic priorities and initiatives? What if your NPS data seems highly counterintuitive? For example, what if Detractors seem to be more loyal than Promoters?

Host Rob Markey and Jason Barro, a partner at Bain & Company and the leader of Bain's NPS Prism benchmarking service, unpack this situation in the airline industry. It’s an illustration of how Net Promoter Score benchmark data might be misleading when not all customers have the freedom to choose, revealing the nuanced understanding required to transform raw data into strategic business insights.

Jason and Rob use this example to explore some of the ways a sophisticated knowledge of how customers buy, the choices they have available, and how a market’s competitive dynamics inform the interpretation of customer loyalty benchmarks like NPS.

Episode Highlights:

  1. Introduction to Jason and NPS Prism [01:02]
  2. Using NPS Data for Market Insight [02:05]
  3. Exploring the complexity of NPS in different industries [05:12]
  4. Concept of Trapped Customers [10:17]
  5. Earned Growth Strategies [23:52]
  6. Banking and Insurance Customer Dynamics [27:22]

Quotable Quotes:

“The more captive you are, the more likely you are to give high share of wallet to somebody that you don't like very much.” [15:53] - Rob Markey

“One of the effects we see in the Prism data for airlines more broadly is that high frequent travelers are happier than low frequent travelers.” [18:06] - Jason Barro

“You can see this strategy of, ‘Earn the respect and happiness of your customers,’ is a path to profitable growth, and you can see…just how much it actually matters.” - Jason Barro [23:28]

Additional Resources:

NPS Prism by Bain & Company

Net Promoter System Overview

Listen to Jason’s earlier podcast, NPS Prism: The Source for True, Deep NPS Insights

Bios

Jason Barro

Rob Markey

Get in touch:

Send us your podcast feedback here.

Send Rob a note here.

Give us feedback.

  continue reading

232 つのエピソード

Artwork
iconシェア
 
Manage episode 390755537 series 2481384
コンテンツは Bain & Company, Rob Markey, Company partner, and Customer experience expert によって提供されます。エピソード、グラフィック、ポッドキャストの説明を含むすべてのポッドキャスト コンテンツは、Bain & Company, Rob Markey, Company partner, and Customer experience expert またはそのポッドキャスト プラットフォーム パートナーによって直接アップロードされ、提供されます。誰かがあなたの著作権で保護された作品をあなたの許可なく使用していると思われる場合は、ここで概説されているプロセスに従うことができますhttps://ja.player.fm/legal

How do high-quality NPS benchmarks unlock strategic priorities and initiatives? What if your NPS data seems highly counterintuitive? For example, what if Detractors seem to be more loyal than Promoters?

Host Rob Markey and Jason Barro, a partner at Bain & Company and the leader of Bain's NPS Prism benchmarking service, unpack this situation in the airline industry. It’s an illustration of how Net Promoter Score benchmark data might be misleading when not all customers have the freedom to choose, revealing the nuanced understanding required to transform raw data into strategic business insights.

Jason and Rob use this example to explore some of the ways a sophisticated knowledge of how customers buy, the choices they have available, and how a market’s competitive dynamics inform the interpretation of customer loyalty benchmarks like NPS.

Episode Highlights:

  1. Introduction to Jason and NPS Prism [01:02]
  2. Using NPS Data for Market Insight [02:05]
  3. Exploring the complexity of NPS in different industries [05:12]
  4. Concept of Trapped Customers [10:17]
  5. Earned Growth Strategies [23:52]
  6. Banking and Insurance Customer Dynamics [27:22]

Quotable Quotes:

“The more captive you are, the more likely you are to give high share of wallet to somebody that you don't like very much.” [15:53] - Rob Markey

“One of the effects we see in the Prism data for airlines more broadly is that high frequent travelers are happier than low frequent travelers.” [18:06] - Jason Barro

“You can see this strategy of, ‘Earn the respect and happiness of your customers,’ is a path to profitable growth, and you can see…just how much it actually matters.” - Jason Barro [23:28]

Additional Resources:

NPS Prism by Bain & Company

Net Promoter System Overview

Listen to Jason’s earlier podcast, NPS Prism: The Source for True, Deep NPS Insights

Bios

Jason Barro

Rob Markey

Get in touch:

Send us your podcast feedback here.

Send Rob a note here.

Give us feedback.

  continue reading

232 つのエピソード

כל הפרקים

×
 
Loading …

プレーヤーFMへようこそ!

Player FMは今からすぐに楽しめるために高品質のポッドキャストをウェブでスキャンしています。 これは最高のポッドキャストアプリで、Android、iPhone、そしてWebで動作します。 全ての端末で購読を同期するためにサインアップしてください。

 

クイックリファレンスガイド