#40: How to Know Which Levers to Pull for CX Transformation with NPS Prism’s Founder and Bain Partner, Jason Barro

Most companies don’t suffer from a lack of data.
They struggle getting the right data and to know specifically what changes they need to prioritize.
The key is know what levers to pull and exactly how far to pull them
Jason’s work with NPS Prism is nothing short of game changing.
In this episode of the Delighted Customers Podcast we explore:

The risks of digitizing everything

The discrepancy between a company's internal measures of success and customer perception

The dangers of buying share through discounting

The importance of competitive benchmarking 

The risks and challenges of digitization: when human touch is non-negotiable

How NPS Prism was created and how it helps companies improve customer experiences 

Meet Jason
Jason Barro is a leader in Bain's Customer Strategy & Marketing practice, specializing in the Net Promoter System® and customer-driven transformations. He is also the lead partner and founder of NPS Prism, Bain’s customer experience benchmarking service that provides actionable insights to grow loyalty and sales.
He has more than 14 years of consulting experience with Bain.
Jason has extensive experience leading customer transformations across a wide range of industries, including media, cable, retail, banking, credit cards, restaurants and healthcare. He has advised both business-to-consumer and business-to business companies.
Prior to joining Bain in 2004, Jason was an assistant professor of business administration at Harvard Business School from 1999-2004, where he performed research and taught courses on microeconomics, corporate governance and health economics. 
Jason earned his PhD, Masters and Bachelor of Arts degrees in economics from Harvard University.
Connect with Jason: https://www.linkedin.com/in/jason-barro-b25a8a/
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