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
Nov 19, 2015 • 38min
Ep. 60: At DonorsChoose, supplying transparency and integrity
DonorsChoose founder Charles Best and CMO Katie Bisbee discuss how their nonprofit gives schoolchildren the supplies they need and donors the transparency they want. Learn more about this episode
Nov 12, 2015 • 5min
Ep. 59: Shorts - Your best employees work for love, not money
In this Net Promoter System Podcast short, Rob Markey explains why it's important to create conditions that will help employees succeed before connecting Net Promoter Scores to compensation. Learn more: Your best employees work for love, not money Converting loyalty into economic advantage
Nov 5, 2015 • 29min
Ep. 58: At Safelite, training leaders to hit the gas on culture change
In a previous episode of the Net Promoter System Podcast, we heard how Safelite applied the Net Promoter System and became a "people-powered" and "customer-driven" organization. It started with helping frontline workers change the game so they could build customer loyalty. In our latest discussion, CEO Tom Feeney and senior executives Natalie Crede and Renee Cacchillo explain why it's equally important to reset the priorities of leaders and their views of their own roles. Learn more: Leading a Net Promoter System company Energetic, enthusiastic and creative employees Learn more about this episode
Oct 29, 2015 • 40min
Ep. 57: Restaurants discover the special sauce of Net Promoter feedback
Innovative restaurant companies such as Patxi's Pizza and Tomatina are putting a range of technologies to work to collect Net Promoter feedback from customers. One tool in particular, Thanx, offers restaurants a prepackaged rewards system and an easy way to gauge diner sentiment through a mobile app. Learn more: The economics of loyalty Closing the loop The infrastructure behind a Net Promoter System Learn more about this episode
Oct 15, 2015 • 4min
Ep. 56: Shorts - The benefits of a competitive benchmark Net Promoter Score
Leading practitioners of the Net Promoter System seek feedback not only from their own customers but also from their competitors' customers. Competitive benchmark Net Promoter Scores provide an objective and fair basis for comparing your company's feedback to the feedback your competitors earn. Done right, they can provide the basis for goal setting and prioritization at the highest levels of a company. Learn more: The benefits of a competitive benchmark Net Promoter Score The Net Promoter System's "outer loop" Net Promoter System: Creating a reliable metric
Oct 8, 2015 • 36min
Ep. 55: Rebuilding the LEGO Group by rediscovering customer centricity
The LEGO Group nearly went bankrupt a decade ago. It's hard to imagine. The company's return to profitability came from refocusing on its core: the bricks and the people who love to build with them. Conny Kalcher, vice president of marketing and consumer experiences at the LEGO Group, discusses how the company introduced the Net Promoter System and started collecting regular feedback to learn what Lego customers want. Conny says that Net Promoter gave the company a shared language that it could use to evaluate its products and that the system helped the company bring about broader culture change. Teams became more collaborative in working toward the ultimate goal of delighting customers.
Oct 1, 2015 • 50min
Ep. 54: Power to the customer at E.ON
E.ON's Olivier Mourrieras, Rene Matthies and Guntram Wurzberg discuss how market shifts prompted the energy provider to change its approach to service (3:45), its use of internal NPS (17:00) and loyalty economics (34:20).
Sep 24, 2015 • 31min
Ep. 53: Former Telstra CEO David Thodey's Net Promoter journey - Part 2
In part two of our conversation with former Telstra CEO David Thodey, he discusses the benefits of regular team huddles (1:48), his approach to evaluating potential investments (10:40) and what he would do differently if he could (16:31).
Sep 17, 2015 • 30min
Ep. 52: Former Telstra CEO David Thodey's Net Promoter journey - Part 1
In the first of a two-part interview, former Telstra CEO David Thodey discusses his decision to put customers first at the Australian telco (2:50), the difference between satisfaction and advocacy (10:50), and his approach to balancing investor expectations (25:50).
Sep 10, 2015 • 48min
Ep. 51: Five keys to successful innovation
Darrell Rigby, head of Bain's Global Innovation practice, discusses what it takes to turn a great idea into an innovation (2:30), the "BothBrain" innovation concept (4:25) and the dangers of multitasking (35:00).
