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 31, 2023 • 35min
Ep. 219: David Kenny | The Transformation of Media Consumption and Loyalty in the Digital Era
With an array of streaming platforms and the same amount of time in the day, getting an accurate read on where your customers spend their screen time has never been more important. And this shift in customer behavior has been particularly challenging for companies that rely on traditional ways to collect data on their customers. In this episode, guest David Kenny, chairman and CEO of Nielsen, and Rob Markey discuss the impact streaming has had on Nielsen's business, how the company is evolving to meet new challenges, and how strategic innovation fosters customer trust. We'd love to hear from you. Help us enhance your podcast experience by providing feedback here in our listener survey. https://bit.ly/CCPodcastFeedback If you'd like to learn more about David, you can find him on LinkedIn.
Aug 10, 2023 • 26min
Ep. 218: Joe Wheeler | Agile, Digital, and Human: Eliminating Bad Customer Experiences
In a digital-first environment, successful brands stay ahead of the curve by prioritizing agility and experimentation. Instead of merely solving problems, they drive innovative solutions to eliminate—not just mitigate—customer pain points to achieve a seamless and exceptional customer experience. In this episode, guest Joe Wheeler, CEO of CX/Digital, and Rob Markey discuss how successful brands bridge the gap between human and digital experiences and the significance of agility and experimentation as tools for achieving successful digital transformations. We'd love to hear from you. Help us enhance your podcast experience by providing feedback here in our listener survey. https://bit.ly/CCPodcastFeedback You can order Joe's new book, The Digital-First Customer Experience, here. If you'd like to learn more about Joe, you can find him on LinkedIn.
6 snips
Jul 20, 2023 • 25min
Ep. 217: Andy Cockburn | No Strings Attached: Genuine Referrals as the Secret to Earned Growth
What makes people recommend your brand and services to others? Winning referrals are more than just a marketing channel; they're a way to turn prospects into lifelong customers through word-of-mouth advocacy based on authenticity and trust. In this episode, guest Andy Cockburn, CEO and cofounder of Mention Me, and Rob Markey discuss the effectiveness of trust-based referrals, how to integrate advocacy into company culture to unlock the transformative potential of referrals, and how data-driven approaches can optimize referrals' effectiveness. We'd love to hear from you. Help us enhance your podcast experience by providing feedback here in our listener survey. https://bit.ly/CCPodcastFeedback If you'd like to learn more about Andy, you can find him on LinkedIn.
Jun 29, 2023 • 27min
Ep. 216: Ben Reason | Humanizing Experiences: The Power of Design in Creating Meaningful Connections
In this episode, Ben Reason, CEO and founder of Livework, and Rob Markey discuss how, by taking consumers' needs and emotions into account, design can create products and services that are both functional and emotionally appealing, making consumer experiences more enjoyable. We'd love to hear from you. Help us enhance your podcast experience by providing feedback here in our listener survey. https://bit.ly/CCPodcastFeedback If you'd like to learn more about Ben, you can find him on LinkedIn.
Jun 8, 2023 • 29min
Ep. 215: Michael Mauboussin | Adjusting Your Aim: Forecast Better to Invest Better
How can companies get revenue forecasting and value creation right? By slowing down. Michael Mauboussin, head of Consilient Research at Counterpoint Global, Morgan Stanley Investment Management, and Rob Markey discuss the metrics and methods businesses can use to grow their long-term value. Make sure to listen to part two. · Get your copy of Michael's book, Expectations Investing, here. · Read Michael's Harvard Business Review article "The True Measures of Success" here. · Read more from Michael about the economics of customer business here. If you'd like to learn more about Michael, you can find him on LinkedIn. We'd love to hear from you. Help us enhance your podcast experience by providing feedback here in our listener survey. https://bit.ly/CCPodcastFeedback
May 25, 2023 • 19min
Ep. 214: Michael Mauboussin | Beating Expectations: The Impact of Loyalty on Corporate Valuations
Investing in customer happiness can be the surest way to high Net Promoter Scores. But how do you accomplish that while maintaining a healthy business? Michael Mauboussin, head of Consilient Research at Counterpoint Global, Morgan Stanley Investment Management, and Rob Markey discuss how expectations investing impacts valuations and business growth. The two also share insights on how companies can build a long-term investment strategy that can withstand changes in the market while attracting and retaining loyal customers. Get your copy of Michael's book, Expectations Investing, here. If you'd like to learn more about Michael, you can find him on LinkedIn. We'd love to hear from you. Help us enhance your podcast experience by providing feedback here in our listener survey. https://bit.ly/CCPodcastFeedback
Mar 30, 2023 • 21min
Ep. 213: Allison Hartsoe | Why Customer-Centric Isn't Enough: Measuring Customer Equity
Allison Hartsoe, managing director at EY and author of The Age of Customer Equity, dives deep into customer lifetime value and its significance in revenue forecasting. She discusses the need for a nuanced understanding of customer behavior to drive growth. By employing a maturity model, Hartsoe highlights how to assess CLV accurately while integrating digital data. She also reveals the challenges organizations face in implementing customer equity strategies and emphasizes the importance of emotional connections in leveraging customer insights.
Mar 2, 2023 • 23min
Ep. 212: Stacy Sherman | Elevating the Empathy: How an Elevator Service Company Built a Customer-Centric Culture
In this episode, guest Stacy Sherman, founder of Doing CX Right, and Rob Markey discuss the importance of understanding the customer's perspective when you're trying to transform the customer experience, managing high-stakes CX for an elevator and escalator business, and why companies should consider journey mapping as a strategic tool to address consumer pain points head-on. We'd love to hear from you. Help us enhance your podcast experience by providing feedback here in our listener survey. https://bit.ly/CCPodcastFeedback If you'd like to learn more about Stacy, you can find her on LinkedIn.
Feb 16, 2023 • 30min
Ep. 211: Peter Pizzi | From Insight to System to Sales Growth: Lessons from an NPS Veteran
In this episode, guest Peter Pizzi, director of customer experience and insights at Analog Devices, and Rob Markey discuss how to focus an organization on customer feedback–based actions, the role of customer experience in tackling sales challenges, and how to make sure the improvements customers are asking for make their way onto product and functional leaders' agendas. We'd love to hear from you. Help us enhance your podcast experience by providing feedback here in our listener survey. https://bit.ly/CCPodcastFeedback If you'd like to learn more about Peter, you can find him on LinkedIn.
Feb 2, 2023 • 43min
Ep. 210: Andreas Heckmann | How a Software Giant Is Revolutionizing Customer Experience to Adapt to the New Frontier of Cloud Computing
In this episode, guest Andreas Heckmann, executive vice president of product engineering and head of customer solution support and innovation at SAP, and Rob Markey discuss the past, present, and future of cloud innovation as it relates to machine learning, artificial intelligence, organizational and customer challenges and opportunities, and cost savings. We'd love to hear from you. Help us enhance your podcast experience by providing feedback here in our listener survey. https://bit.ly/CCPodcastFeedback If you'd like to learn more about Andreas, you can find him on LinkedIn.
