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
Aug 25, 2016 • 4min
Ep. 89: Shorts - Get Real Feedback from Your B2B Customers
Most companies that serve other companies solicit feedback, often in the form of quarterly or semiannual satisfaction surveys. The Net Promoter System in a B2B setting also solicits feedback from customers. But that's where the similarity to conventional methodologies ends. This system's twin goals are to foster customer engagement and build strong client relationships. It isn't so much a survey method as a means of facilitating relationship-enhancing conversations. It helps sales reps and account managers get involved in solving customers' problems. It shows marketers and product designers and service engineers ways to make the customer's experience better. The feedback it provides is continuous: It offers granular insights into what is troubling or delighting any given customer at any given time. In this short episode of the Net Promoter System Podcast, Rob Markey discusses how the system can facilitate relationship-enhancing conversations. Learn more: Get Real Feedback from Your B2B Customers
Aug 18, 2016 • 43min
Ep. 88: Want to Empower Employees? Start by Letting Go
How do you get the best out of employees? Scripted interactions and oppressive rules are never the answer. The best companies hire the right people and set the right expectations, and they trust their employees to use their judgment to make customers happy. When executives step back, employees provide more authentic and empathetic service. Former Disney executive Lee Cockerell returns to the podcast to share his tips for striking that balance between loose and tight control. At Disney, Lee ran a operation with tens of thousands of employees who were spread across a huge physical space and ranged across a multitude of operational and service functions. What does it take to create a magical experience on that scale? Strong hires, high expectations and trust. If you missed Lee's first interview, you can check it out here: At Disney, the Show Must Go On
Aug 11, 2016 • 53min
Ep. 87: What Do You Call the Space Between Your Company and Mine?
What do you call the space between you and your customer? According to Dayton Semerjian, that's where you'll find the true value of a customer relationship. Dayton is general manager of global customer success and support at the IT services firm CA Technologies. CA's customers tend to be large companies, and the decision to buy its software and services is usually made by big groups of people armed with heavy analysis. Customer relationships can be very complex, involving many internal teams that handle sales, implementation and tech support. It's not that uncommon for some customers to feel like they've fallen through the cracks in situations like these. In this episode, Dayton shares what it takes to earn promoters in complex client relationships. Learn more: Do Your B2B Customers Promote Your Business?
Jul 28, 2016 • 50min
Ep. 86: The Four Seasons Approach to Five-Star Service
Hotels didn't always give out free toiletries. It wasn't until the 1970s, when a Four Seasons hotel in London first started offering shampoo in showers that other hotels started following suit. And Four Seasons has been setting high standards for luxury travel—and hospitality in general—ever since. Barbara Talbott, former chief marketing officer at Four Seasons Hotels and Resorts, shares how the company grew from a small chain to a global luxury brand during her two decades with the company. She left to start GlenLarkin Advisors in 2009, and now shares her keen sense of customer experience with other companies.
Jul 21, 2016 • 4min
Ep. 85: Shorts - Employee Engagement—Fostering Energy, Enthusiasm and Creativity
Employees need to see the fundamental connection between the work they do every day and its impact on customers. They must experience firsthand the deep satisfaction of earning their customers' heartfelt gratitude and loyalty. If they don't, then their jobs are just jobs—they may do as they're told, but they won't bring much energy, enthusiasm or creativity to the workplace. In this Net Promoter System Podcast short, Rob Markey explains how companies can create an environment where employees bring their best to work every day on behalf of the company. Learn more: Energetic, Enthusiastic and Creative
Jul 14, 2016 • 3min
Ep. 84: Shorts - Closing the Loop in the Net Promoter System
To close the loop is not only to let customers know that you have heard their feedback but also to bring the customer's voice right inside the organization. Employees get a direct line to the people they are serving. They see and hear how they are creating or destroying loyalty and what they can do to improve the customer experience. In this short episode, Rob Markey explains why this step is a central element of the Net Promoter System. Learn more: Closing the Loop
Jun 30, 2016 • 4min
Ep. 83: Shorts - The Value of Prototypes
Creating a pilot or prototype is an essential part of designing a robust Net Promoter System. These small-scale efforts allow a company to experiment with the system's essential elements, helping the company to create an effective program it can expand to other parts of the organization. In this Net Promoter System Podcast short, Rob Markey shares some best practices for prototypes. Learn more: The Value of Prototypes
Jun 23, 2016 • 33min
Ep. 82: When Customers Speak Their Minds
A number rarely tells the whole story. That's why leading Net Promoter companies ask customers to discuss their experiences in their own words. Bain Fellow Fred Reichheld returns to the podcast to talk about the shortcomings of multiple-choice surveys, the power of verbatim feedback and some common customer service myths.
Jun 16, 2016 • 37min
Ep. 81: The Art of Human Connection
Some people have a knack for forming genuine human connections whether it's with customers, colleagues or employees. They have a gift for making people feel special. The ability to speak with authenticity and authority might come natural to some people, but it's a skill that can be learned, says Jordan Harbinger, cofounder of The Art of Charm, a program that teaches people how to improve their social skills. Why should this matter to Net Promoter companies? These skills are critical to delighting customers and engaging employees as Jordan explains in this episode.
Jun 9, 2016 • 3min
Ep. 80: Shorts - The Infrastructure Behind an Effective Net Promoter System
Recreating the same customer intimacy that an individual shopkeeper can provide is possible for large organizations if they have an operational infrastructure that can foster high-quality interactions on a bigger scale. Rob Markey explains how in this Net Promoter System Podcast short.
