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
Feb 5, 2015 • 58min
Ep. 30: Planning the marriage (not just the wedding)
Jennifer Cunningham of Cornell University and Linda Reed of Stanford discuss the crucial role of college alumni (16:33), how they use Net Promoter System to build loyalty (25:30) and their strategies for following up with detractors (46:59).
Jan 29, 2015 • 43min
Ep. 29: Love feedback, but hate surveys?
Satmetrix CEO Richard Owen discusses his company's approach to customer experience management (3:50), the use of social media as a feedback tool (22:30) and the future of surveys (29:10).
Jan 22, 2015 • 57min
Ep. 28: Who's advocating for your customers?
Omar Hashem, chief customer officer of the National Commercial Bank of Saudi Arabia, discusses his role as a customer advocate (9:35), the challenges he encounters (14:08) and the Net Promoter System's impact on his company (31:08).
Jan 15, 2015 • 51min
Ep. 27: A prescription for better service
Andrew MacPherson of the UK National Health Service talks about the organization's Friends and Family Test (15:12), the challenges of measuring customer service in healthcare (17:36) and what's next for its Net Promoter program (46:34).
Dec 11, 2014 • 35min
Ep. 26: The engine that drives customer loyalty in B2B
Lori Cobb and Dave Crompton, executives at the engine maker Cummins, discuss their Net Promoter System efforts (11:40), the complexities of B2B markets (15:09) and what it takes to forge an outwardly focused culture (32:54).
Dec 4, 2014 • 40min
Ep. 25: Brewing loyalty at Starbucks
Howard Behar, who spent almost two decades at Starbucks, discusses the importance of letting employees be themselves (9:41) and encouraging creativity (14:35), and the origins of the Frappuccino (27:47).
Nov 13, 2014 • 53min
Ep. 24: The challenge of radical simplicity
Chad Keck of Promoter.io discusses his experience with the Net Promoter System (4:02), his goals to simplify feedback collection (16:11) and what's next for his company (46:40).
Nov 6, 2014 • 32min
Ep. 23: The magic of engaged, empowered employees
Bain Fellow Fred Reichheld returns to the podcast to discuss the employee engagement tool he's developing (3:44), the power of teams (14:45) and the state of surveys (22:37).
Oct 30, 2014 • 44min
Ep. 22: There's no such thing as an "average" customer
Peter Fader, co-director of the Wharton Customer Analytics Initiative at the University of Pennsylvania, talks about using data to understand consumers (5:20), become more customer-centric (13:08) and target the most valuable customers (32:22).
Oct 16, 2014 • 47min
Ep. 21: Why are bank customers so disloyal?
Bain & Company Partner Gerard du Toit talks about the struggle banks face in attracting new customers (7:25), the companies that have made the biggest strides in service (23:32), and the importance of digital tools in fostering loyalty (31:14).
