Customer Confidential: Untold Stories of Earned Growth
Rob Markey, Bain & Company partner and customer experience expert
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.
Episodes
Mentioned books
Sep 6, 2018 • 51min
Ep. 139: Comcast's Charlie Herrin | Inside a Cable Giant's Net Promoter Turnaround
Cable company executives know they have shaky relationships with many customers. In fact, most have been working to improve their customer experience. And one or two are taking truly radical steps to improve. Comcast, one of the biggest Internet providers in the US, is among those working hardest to earn more trust and loyalty from customers. In this episode, Rob Markey talks to Charlie Herrin, Comcast's chief customer experience officer.
Jul 27, 2018 • 51min
Ep. 138: USAA's Julio Estevez-Breton | The Customer Experience-Based Organization
USAA, which primarily serves members of the US military and their families, has some of the most loyal customers in business. How does the company do it? USAA has organized itself around customer episodes—all the steps required to meet a customer's need—instead of products and services. The company has gone beyond identifying and tracking these crucial moments to assigning leaders to manage and enhance them, using Agile methods to speed change. Rob Markey recently spoke with Julio Estevez-Breton, USAA's vice president of member and market insights, about the benefits the company is seeing from this radical approach and what it took to get there.
Jul 13, 2018 • 59min
Ep. 137: FirstService's Charlie Chase | The Business Lessons of Rejection
Rob Markey talks to Charlie Chase, president and CEO of FirstService Brands, which provides property services such as painting, remodeling and storage design through its franchise network. Charlie started as a painting franchise owner in 1982 and went on to start CertaPro Painters, one of the company's brands. FirstService uses the Net Promoter System to collect feedback from not only customers, but also prospects who didn't choose his company's services. This allows FirstService's leaders to identify and address weak service experiences.
Jun 28, 2018 • 46min
Ep. 136: Elwood Staffing's Fernando Cadena | Building Temporary Relationships That Last
Rob Markey welcomes back Fernando Cadena, director of associate engagement at Elwood Staffing Services, which places 25,000 temporary employees at companies across the country. Fernando has been leading the firm's Net Promoter efforts, which began six years ago when he first sought feedback from the company's associates. He has since expanded the company's feedback efforts to its customers. Net Promoter feedback has helped Elwood Staffing improve its customer experience, increase employee retention and build better relationships with the companies it serves.
Jun 14, 2018 • 53min
Ep. 135: Year Up's Garrett Warfield and Jess Britt | Fostering a Feedback Culture
Year Up has helped thousands of young adults leave minimum wage jobs and forge meaningful careers. Its one-year program has served almost 20,000 people since 2000, and the vast majority end up in roles at major companies or in college. Delivering such strong results requires Year Up to balance the needs of its students, donors and the companies that provide critical support and internships. The organization has been using the Net Promoter System to gauge those relationships to ensure that everyone's needs are met. Garrett Warfield, senior director of research and evaluation, and Research and Evaluation Manager Jess Britt say that feedback is simply part of Year Up's culture. In this episode, Rob Markey talks to Garrett and Jess about Net Promoter's role in achieving the organization's mission.
Jun 1, 2018 • 45min
Ep. 134: "Grit" Author Angela Duckworth | Leading with Grit
What do successful leaders have in common? It often comes down to two key traits: passion and perseverance. In other words, they have grit. In this episode, Angela Duckworth, a psychology professor at the University of Pennsylvania, shares insights from her New York Times best-selling book, Grit: The Power of Passion and Perseverance. She's also the founder of Character Lab, a nonprofit that works to advance the science of character development.
May 23, 2018 • 39min
Ep. 133: Bain's Jason Barro | The Roadmap to Leadership
When companies set out to dramatically improve their customer experience, they have many decisions to make—where to invest, which markets to go after, which touchpoints to enhance. And there are usually many opinions to consider for each choice. In this episode, Rob Markey talks to Bain Partner Jason Barro about how companies can use a roadmap to leadership to set priorities and find clarity as they work toward customer centricity.
Apr 27, 2018 • 39min
Ep. 132: Boxed's Jackson Jeyanayagam | Using Service to Take on Retail's Big Names
Rob Markey talks to Jackson Jeyanayagam, chief marketing officer at Boxed, an online grocery startup that's taking on traditional wholesalers by offering personalized service and convenient delivery. Jackson joined the company in 2016 after overseeing digital marketing at Chipotle Mexican Grill.
Apr 13, 2018 • 43min
Ep. 131: Adidas' Celine Del Genes | Designing the Glitch Experience
Host Rob Markey talks to Celine Del Genes, vice president, concept to consumer, for Adidas Football. She oversees the sports apparel company's go-to-market strategy for soccer shoes and gear, managing key decisions about pricing, sales channels and marketing approaches. Celine is also a Net Promoter practitioner and uses the method to gauge customer reaction to company initiatives and product design. She recently brought together social marketing, agile decision-making and Net Promoter feedback in an innovative campaign to promote Adidas' Glitch soccer cleat.
Mar 23, 2018 • 46min
Ep. 130: Bain's Jeff Melton | The Metrics That Matter Most
Rob Markey talks to Bain Partner Jeff Melton, co-leader of Bain Simple & Digital, an approach that helps companies apply digital technology where it matters. Jeff discusses the importance of choosing the right metrics to gauge a customer episode and what happens when companies choose the wrong ones.
