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
May 14, 2015 • 55min
Ep. 40: Taking the temperature of temps
Alan Balmer and Fernando Cadena of Elwood Staffing discuss how they use Net Promoter to improve conditions for employees in temporary placements (18:34), build lasting relationships (35:28) and improve the staffing experience for clients (42:43).
May 7, 2015 • 43min
Ep. 39: How Warby Parker is changing the rules of eyewear
Dave Gilboa, cofounder of the eyewear company Warby Parker, discusses his mission to change the way consumers buy glasses (5:20), the decision to open physical stores (18:56) and how the company uses Net Promoter to maintain a strong customer experience (32:11).
Apr 23, 2015 • 45min
Ep. 38: Net Promoter, pay and predictable consequences
Bain Fellow Fred Reichheld discusses the risks of tying Net Promoter Scores to compensation (4:00), the consequences of gaming a feedback system (11:33) and what it takes to get to the true root cause of a complaint (17:49).
Apr 16, 2015 • 48min
Ep. 37: Would you recommend your town to a friend?
Jim Clark of the Steamboat Springs Chamber Resort Association and Rob Perlman of the Steamboat Ski and Resort Corporation discuss when led them to gauge visitor sentiment across their town (6:40), what they learned (12:10) and how they're improving the tourist experience (21:26).
Apr 9, 2015 • 48min
Ep. 36: Taking on the razor blade giants
Harry's cofounder Andy Katz-Mayfield discusses what inspired him to enter the razor market (4:40), his company's personal approach to customer service (21:23) and the challenges of building a customer-centric culture at a growing company (32:07).
Mar 26, 2015 • 31min
Ep. 35: The inner loop of the Net Promoter System
Bain Fellow Fred Reichheld discusses the Net Promoter System's inner loop mechanism for collecting and sharing feedback (9:56), the qualities that make NPS popular worldwide (17:09) and the perils of using mystery shoppers (24:10).
Mar 12, 2015 • 57min
Ep. 34: Making feedback easy and appealing to customers
Delighted CEO Caleb Elston discusses his company's Net Promoter origins (3:29), its minimalist approach to feedback (9:00) and how its clients use its software to understand customers (39:21).
Mar 5, 2015 • 55min
Ep. 33: Net Promoter at the heart of a transformation
Safelite AutoGlass CEO Tom Feeney discusses what it takes to make car repairs less painful (12:23), teach customer-centric behaviors to staff (18:14) and inspire cultural change (30:23).
Feb 26, 2015 • 40min
Ep. 32: The real secret of employee engagement
Bain Partner Michael Mankins discusses what it takes to truly engage employees (8:59), tactics for managing star players (20:50) and the importance of inspirational leadership (26:17).
Feb 12, 2015 • 56min
Ep. 31: Taking the pulse of patient care
Gautam Mahtani of Customer Feedback Systems LP, along with Phil Fegan and Sarah Cooper of HealthCare Partners of Nevada, discuss their strategies for collecting patient feedback (4:24), addressing the unique needs of healthcare providers (29:28) and organizational changes designed to improve care (33:26).
