Best Net Promoter Score Podcasts (2025)

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Ep. 256: Mike Milliron | “We Made It Cool to Care”: From CX Resistance to Results 11:39

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4h ago11:39

11:39

Episode 256: What turns CX skeptics into advocates? A listening engine that makes caring for those you serve the gold standard. At IMG Academy, a private sports academy and boarding school in Florida, Chief Operating Officer Mike Milliron led the launch of a centralized experience team. “Not interested,” said everyone from athletics, academics, ath…

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Establishing a Rhythm for Business Success 27:10

3d ago27:10

27:10

Jonathan Escobar Marin discusses his book “Lead To Beat” and how organizations can develop a steady rhythm of execution and evolution to stay ahead of change. Jonathan is CEO of ActioGlobal, management consulting firm that specializes in guiding organizations through digital and cultural transformation. Host, Kevin Craine Do you want to be a guest?…

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Customer Success Playbook Podcast S3 E72 - Adrian Swinscoe - Enhancing Customer Experience with AI 9:37

5d ago9:37

9:37

Send us a text Dive into the rapidly evolving world of AI with Adrian Swinscoe as we wrap up our three-part series on how to keep AI from becoming just another buzzword. This episode unpacks the flood of AI tools hitting the market, the challenge of maintaining a human touch in customer experience, and strategies to avoid the dreaded “tech for tech…

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Lessons from 42 Years Winning (and Losing) in Business 23:53

11d ago23:53

23:53

Phillip Cantrell talks about his book “Failing My Way to Success” and lessons from 42 years winning (and losing) in business. Phillip is an entrepreneur and business strategist and an expert building and leading companies in real estate and other multiple industries. Host, Kevin Craine Do you want to be a guest? https://Everyday-MBA.com/guest Do yo…

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Ep. 255: Jason Guardino and Karen San | How Turning 18 Can Break Your Relationship With Healthcare 20:54

14d ago20:54

20:54

Episode 255: One of healthcare’s biggest blind spots? When patients turn 18. It’s the moment they age out of pediatrics and fall headfirst into a system designed to prioritize older, sicker adults. Physicians, stretched thin, reserve energy for complex cases, giving young adults shorter visits and less attention. That means early signs of medical t…

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Customer Success Playbook Podcast S3 E71 - Adrian Swinscoe - Unlocking Value in Customer Journeys 9:17

14d ago9:17

9:17

Send us a text Ready to inject some punk spirit into your customer experience? In this episode of the Customer Success Playbook, Adrian Swinscoe joins Roman Trebon to explore the delicate art of reducing friction without losing that vital human touch. From the bustling cultural tapestry of Edinburgh’s Fringe Festival to personal tales of rock climb…

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E126: Intro to Nonparametric Statistics (Part 2 of 2) 5:54

15d ago5:54

5:54

In this podcast, I share the second section of a course I'm creating for ⁠Lean Six Sigma Ecosystem⁠ called "Nonparametric Statistics" Nonparametrics are an alternative way of analyzing data, but instead of using means and standard deviations traditionally taught in Green Belt and Black Belt classes, it uses median and quartiles or percentiles. The …

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What Leaders Need to Know to Promote Change and Innovation 24:37

19d ago24:37

24:37

Oscar Amundsen discusses his book “How to Become a Dream Organization,” and principles leaders can use to drive meaningful change and build a culture of trust, engagement, and innovation. Oscar is a Professor of Organization Studies at the Norwegian University of Science and Technology. Listen for three action items you can use today. Host, Kevin C…

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Ep. 254: Gurdeep Pall | The Internet Side of the AI Battle: Why Walled Gardens Fail 14:34

19d ago14:34

14:34

Episode 254: What if the future of AI in customer experience is built not by giant platforms but by small, reusable, open source AI agents? Gurdeep Pall, President of AI Strategy at Qualtrics, believes open, modular AI agents will outmaneuver big tech’s locked-down systems. In this conversation from the X4 Summit, Gurdeep argues that “experience ag…

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Customer Success Playbook Podcast S3 E70 - Adrian Swinscoe - Data and Customer Storytelling 8:14

23d ago8:14

8:14

Send us a text Ready to shake up your customer experience approach with some no-fluff, straight-to-the-point wisdom? In this episode, Adrian Swinscoe – author of *Punk CX* and *How to Wow* – joins Roman Trebon to deliver a masterclass on how real, actionable data combined with firsthand customer stories can transform your CX from good to unforgetta…

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E125: Intro to Nonparametric Statistics (Part 1 of 2) 7:29

24d ago7:29

7:29

In this podcast, I share the first two sections of a course I'm creating for Lean Six Sigma Ecosystem called "Nonparametric Statistics" Nonparametrics are an alternative way of analyzing data, but instead of using means and standard deviations traditionally taught in Green Belt and Black Belt classes, it uses median and quartiles or percentiles. Th…

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Business Owner's Guide to Selling to Private Equity 24:09

24d ago24:09

24:09

Alexis Sikorsky discusses his book “Cashing Out: The Business Owner's Guide to Selling to Private Equity.” Alexis is an entrepreneur, investor, and an expert in scaling businesses and navigating successful private equity exits. After selling his own company for nine-figures, he now helps founders and CEOs maximize their company’s value and prepare …

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Ep. 253: Mathieu Staniulis & Séverine Clairet | Blinded by Pride: Inside a 125-Year-Old Co-Op’s Return to Customer-Centricity 24:44

1M ago24:44

24:44

Episode 253: Desjardins thought its cooperative roots made it member-first by default. Then members started leaving. Desjardins is a 125-year-old financial co-op based in Quebec. It has deep community ties and a proud history. But that pride masked a painful truth: Members no longer saw it as customer-centric. The organization believed its cooperat…

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Mastering the Self-Directed IRA 28:58

1M ago28:58

28:58

Adam Bergman talks about his book “Mastering the Self-Directed IRA.” Adam is the founder of IRA Financial and an expert in self-directed retirement plans. Adam specializes in alternative assets like real estate, crypto, and private equity. Listen for three action items you can use today. Host, Kevin Craine Do you want to be a guest? https://Everyda…

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Unlocking Humanity in the Age of AI 29:47

1M ago29:47

29:47

Faisal Hoque talks about his book “Transcend: Unlocking Humanity in the Age of AI.” Faisal is a leading technologist, transformation expert, and bestselling author of ten award-winning books. He is the founder of NextChapter and has worked with top organizations like MasterCard, IBM, and the U.S. Department of Defense. His book “Lift” was a #1 Wall…

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Customer Success Playbook S3 E69 - Gayle Gorvett - Scaling AI Governance Without Killing Innovation 22:24

1M ago22:24

22:24

Send us a text How do you build AI governance that scales without becoming the innovation police? In our final conversation with tech lawyer Gayle Gorvett, we tackle the ultimate balancing act facing every organization: creating robust AI oversight that moves at the speed of business. From shocking federal court rulings that could force AI companie…

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Building Sccess in the Luxury Construction Industry 24:11

1M ago24:11

24:11

Richie Breaux discusses success tactics in the luxury construction industry. Richie is an award-winning entrepreneur and CEO of one of the fastest-growing construction firms in Hawaii. He’s redefining what it means to build—not just structures, but lasting change and he’s all about raising both business standards and community outcomes. Listen as h…

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Ep. 252: Erin Wallace | The Data Doesn’t Care How Good You Think You Are 11:43

1M ago11:43

11:43

Episode 252: Most CX maturity assessments ask how you think you're doing. This one demands proof. Erin Wallace, director of client engagement at MyCX from Bain & Company, is helping to lead a fundamental shift in how companies measure CX maturity. Most tools rely on perception-based self-assessments that reward self-promotion over progress. The Cus…

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The 4 Therapist Types (And Why #2 Is Your Biggest Problem) 55:09

2M ago55:09

55:09

In this episode, David O'Sullivan and Paddy discuss the challenges faced by clinic owners and therapists, focusing on the importance of understanding the therapist's role, the customer journey framework, and the significance of metrics in clinical practice. They explore the transition from problem unaware to solution aware, emphasizing the need for…

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Net Connected Score and Profitability 25:07

2M ago25:07

25:07

Dennis Holland talks about his research into the strength of supervisor-employee relationships and how it influences profitability. Dennis is the CEO of Quantum Connections and the creator of the Net Connected Score (NCS). He explains the metric and how leaders and organizations benefit from building stronger workplace connections. Listen for three…

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Ep. 251: Mike Valanzola | Many Voices, No Shared Truth: How Dell Revitalized Its Customer Feedback System with Help from the CXRA 38:44

2M ago38:44

38:44

Episode 251: In 2018, Dell set out to do something big: turn customer feedback into a system that could not only provide insights, but help set priorities and run the business. They had the data. They had the intent. But they made a compromise that many organizations settle on: Rather than enforce one unified approach to customer feedback, they all…

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Customer Success Playbook S3 E68 - Gayle Gorvett - Who's Liable When AI Goes Wrong? 12:38

2M ago12:38

12:38

Send us a text When AI systems fail spectacularly, who pays the price? Part two of our conversation with global tech lawyer Gayle Gorvett tackles the million-dollar question every business leader is afraid to ask. With federal AI regulation potentially paused for a decade while technology races ahead at breakneck speed, companies are left creating …

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E124: Using Lean Six Sigma to Reduce Patient Medication Complications (Audio by AI) 14:01

2M ago14:01

14:01

In this podcast, I share the summary of a project I worked on almost 20 years, but is still relevant today. A grant was awarded to the Cedar Rapids (IA) community to study anticoagulation management using Lean and Six Sigma. One of the key analysis performed in the project was a Gage Repeatability and Reproducibility (R&R) study. We wanted to deter…

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Ep. 250: Sean McEntire | A Decade of Discipline: From NPS Pilot to Outer Loop Powerhouse 24:59

2M ago24:59

24:59

Episode 250: Comcast solved the age-old problem of how to make employee suggestions a powerful, reliable source of value-driving improvements at scale. Sean McEntire, Comcast’s Vice President of Customer Strategy and Operations, explains how the Outer Loop channels every employee elevation—no matter how small—through a disciplined screen, assigns a…

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Investment Strategies for Entrepreneurs 22:52

2M ago22:52

22:52

Mike Paulus shares investment strategies for entrepreneurs. Mike is the founder of PCM Encore, a fiduciary wealth management firm that builds customized portfolios using proprietary technology. He’s an expert in portfolio management and capital efficiency. Listen for six action items you can use today to navigate current market challenges, build re…

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Ep. 249: Scott Taber | Why Four Seasons Turned Guests Away 43:04

2M ago43:04

43:04

Episode 249: When “revenge travel” brought guests roaring back to Four Seasons Hotels, they capped occupancy, turning away guests and revenue. Scott Taber, senior vice president of global hospitality, describes the Four Seasons philosophy: No points, no perks. Just great properties, individual recognition, personal service, and an emphasis on makin…

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SuperShifts in AI, Intellefusion and Collective Intelligence 28:55

2M ago28:55

28:55

Dr. Ja-Naé Duane discusses her book, co-authored with futurist Steve Fisher, “SuperShifts: Transforming How We Live, Learn, and Work in the Age of Intelligence.” Ja-Naé is a leading behavioral scientist, an MIT research fellow, and an innovation strategist with deep expertise in emerging technologies. She is a faculty member at Brown University and…

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Customer Success Playbook S3 E67 - Gayle Gorvett - AI Governance Essentials 10:02

2M ago10:02

10:02

Send us a text Ready to navigate the complex world of AI governance without getting lost in legal jargon? This episode delivers a masterclass in building ethical AI frameworks that actually work for your business. Global tech lawyer and fractional general counsel Gayle Gorvett breaks down the essential guardrails every company needs before diving h…

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Marketing Strategies for Impactful Growth 26:59

2M ago26:59

26:59

Jensen Savage talks about marketing strategies that prioritize impactful growth and brand authority. Jensen is the founder of Savage Growth Partners and an expert in helping service-based businesses scale. Listen for three action items you can use today. Host, Kevin Craine Do you want to be a guest? https://Everyday-MBA.com/guest This episode is su…

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Customer Success Playbook Podcast S3 E66 - Jake McKee - AI Experience Design 14:41

2M ago14:41

14:41

Send us a text The final episode of this transformative series tackles the ultimate challenge: scaling AI experiences without sacrificing empathy. Jake McKee reveals why most companies approach AI transformation backwards—focusing on tools instead of relationships, replacement instead of enhancement. This customer success playbook episode demonstra…

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E123: Applying Net Promoter Score (NPS) to a Zero Waste Conference (Audio by AI) 5:24

2M ago5:24

5:24

In this episode, I share a clip from the book chapter I wrote for "Lean Six Sigma for Good: Lessons from the Gemba" Volume 1. I explain how I used net promoter score (NPS) to assess the attendee feedback of a fundraising conference I helped organize. By the way, this entire podcast was spoken by my AI voice created by Eleven Labs. Links for this ep…