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 15, 2014 • 34min
Ep. 10: A better, simpler measure
Richard Watts, who led the adoption of the Net Promoter System at Progressive, the insurance company, talks with Rob Markey about what led an analytical company to choose such a simple measure (4:22), challenges to adoption (7:44), how NPS became one of the company's key metrics (14:21) and what he would do differently if he had to do it all over again (29:22).
May 2, 2014 • 48min
Ep. 9: Imagining the future of feedback
Borge Hald, founder and CEO of Medallia, explains how the company captures a wide variety of customer feedback and shares it with company employees (6:50), how Medallia got its start in the hotel business during a difficult time (8:15), the importance of company cultures that treasure feedback (28:28) and what he thinks the future of customer feedback will look like (41:25).
Apr 18, 2014 • 51min
Ep. 8: What is your customers' predominant personality?
Mattersight CEO Kelly Conway talks with Rob Markey about algorithms that analyze customer calls in near-real time (5:52), implementing them in call centers (17:18), client success stories (34:17) and matching employees to your customers' predominant personality (38:48).
Apr 3, 2014 • 40min
Ep. 7: Loyalty and the problem with pasta on a plane
In part two of Rob's discussion with Linda Verba of TD Bank and Brian Andrews, formerly of Intuit, they talk about what happens in NPS Loyalty Forums and discuss the importance of senior leadership support for NPS initiatives (5:23), loyalty across a broad range of industries in Asia (8:23), the need to selectively tackle NPS opportunities (20:10) and a problem with pasta on a plane (28:30).
Mar 18, 2014 • 57min
Ep. 6: Smiling until customers smile back
Linda Verba of TD Bank and Brian Andrews, formerly of Intuit, discuss the difference between Net Promoter Score and Net Promoter System (11:22), accountability within the system (22:41) and the importance of authentic, human employees (30:34).
Mar 7, 2014 • 35min
Ep. 5: NPS pilots at Herman Miller
Pam Carpenter talks about the office-furniture maker's NPS pilots (2:06), lessons about e-mail surveys (5:05), how to write effective feedback requests (13:28) and how to turn feedback into action (29:22).
Feb 21, 2014 • 54min
Ep. 4: Seeking the right answers at Vanguard
Martha King discusses the firm's Net Promoter System journey (6:08), including recent pilots that aim to collect better touchpoint feedback (18:55). She also offers advice to others who are considering adopting the system (47:02).
Jan 23, 2014 • 30min
Ep. 1: The godfather of loyalty
Fred Reichheld talks about the challenges companies face in engaging employees (8:45), the question of linking NPS to compensation (18:05) and how Net Promoter can enhance innovation (30:15).
Jan 23, 2014 • 43min
Ep. 2: Beyond scores at Herman Miller
Michael Ramirez and Pam Carpenter discuss how the office furniture maker approaches customer loyalty (10:35), gathers feedback (16:33) and turns scores into action (31:38).
