Horst Schulze, CEO of Capella Hotel Group and one of the founders of Ritz-Carlton, reflects on what it takes to set a high bar for service (7:34), engage employees (16:02) and earn customers' enduring loyalty (38:31).

Host Rob Markey and Herman Miller's Pam Carpenter talk about the challenges of enacting cultural change (8:31), the benefits of a customer advocacy office (15:56) and the company's process for choosing technology support for its Net Promoter efforts (31:20).

Amy Pressman, co-founder of Medallia, talks about the customer experience company's NPS work (5:46), the unique tactics of customer-centric companies (8:02) and the importance of sharing feedback with front-line employees (16:33).

Pam Carpenter and Michael Ramirez talk about the next steps in Herman Miller's NPS journey (3:16), the challenges of turning feedback into action (15:37) and lessons they've learned (36:35).

Adam Ramshaw, founder of Genroe, talks about common mistakes companies make when they adopt the Net Promoter System (11:28), his views on benchmarking (25:16) and how service companies are looking to manufacturing for new ways to improve performance (40:24).

Herman Miller's Pam Carpenter returns to the podcast to discuss the company's NPS pilot efforts (5:55), its response rates (16:04) and an experiment that's giving the company a window into the customer experience (34:59).

Tony Ezell, vice president of global market research at Eli Lilly & Co., discusses how trust (7:10) and a company's culture (21:22) play a role in developing loyalty, and the dangers of "invisible fence syndrome" (23:00).

Rob Markey talks to Humm CEO Bernard Briggs and Robert Irvine, host of the Food Network's Restaurant: Impossible, about Humm's customer service tools (11:30), the surprising lessons of real-time feedback (15:13) and what's next for the company (41:21).

Rob Markey talks to Ruth Veloria, executive dean of the University of Phoenix School of Business, about the unique challenges of a for-profit college (4:41), how it's using NPS to improve the student experience (7:23) and the benefits of real-time feedback (10:24).

Rob Markey checks back in with Herman Miller's Michael Ramirez and Pam Carpenter about how a small pilot had a big effect (5:06), the challenge of rallying employees to address a single complaint (6:30) and identifying the ROI of doing so (11:30), why middle-management needs those numbers (18:24) and how the economics vary by customer segment (36:00).