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    Ep. 129: Dell's Marc Stein | Bringing Net Promoter to Scale

    Ep. 129: Dell's Marc Stein | Bringing Net Promoter to Scale

    FromCustomer Confidential: Untold Stories of Earned Growth

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    Ep. 129: Dell's Marc Stein | Bringing Net Promoter to Scale

    FromCustomer Confidential: Untold Stories of Earned Growth

    ratings:
    Length:
    34 minutes
    Released:
    Mar 1, 2018
    Format:
    Podcast episode

    Description

    Dell has been collecting customer feedback since Michael Dell dropped out of college three decades ago and founded the company. It's part of the company's DNA. The computer maker began its Net Promoter journey a decade ago when it was trying to connect customer satisfaction with economic outcomes. Now the company has a robust Net Promoter System that informs major projects and innovations. In this episode, host Rob Markey catches up with Marc Stein, senior vice president of customer experience at Dell. Marc discusses how the company’s comprehensive Net Promoter System has evolved since Dell merged with EMC in 2016.
    Released:
    Mar 1, 2018
    Format:
    Podcast episode

    Titles in the series (100)

    The Customer Confidential Podcast unlocks a world of unparalleled customer and employee loyalty insights. Host Rob Markey, a Net Promoter System pioneer, uses his deep expertise and empathetic approach to challenge conventional wisdom, peel back layers of typical advice, and expose the real stories of industry transformation. Take a deep dive into discussions on CX, customer journey, customer insights, Net Promoter Score, and more. Every episode is a master class in loyalty. Guests include CMOs, CXOs, and heroes of customer-centric transformation, along with thought leaders who inspire them. Exploring organizational structures, operating models, goals, and metrics, Rob and his guests from companies such as Vanguard, American Express, and more bring to light practical marketing, product, customer experience, and technology strategies for earning customer-focused growth. This podcast is your source for untold stories of customer and employee loyalty. Challenging, insightful, and instructive—all in one place. Earned growth starts here.