Today’s episode of the Punk CX podcast features Sara Richter, CMO at SAP Emarsys, and Fred Reichheld, Creator of the Net Promoter System®, Bain Fellow, and loyalty visionary. Sara and Fred join me on the podcast to talk about how the organisations that win treat NPS as a management system rather than a one-off score, the state of loyalty, including the impact that AI is having on loyalty, the idea of Earned Growth Rate that was introduced in Net Promoter 3.0 and what brands should be focusing on to build and grow their loyal customer base.

This interview follows on from my recent interview – Accessibility drives customer acquisition – Interview with Joel Kellhofer of SignWow – and is number 572 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.