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
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.
Jan 12, 2023 • 39min
Ep. 209: Kentaro Kawamori | From Carbon Confusion to Climate Clarity: The New World of Carbon Accounting and Reporting
Kentaro Kawamori, CEO of Persefoni Inc., discusses the complexities of carbon accounting, challenges in standardization, and the evolution of customer success in the software industry. The conversation highlights the importance of transparency, integrity in decision-making, and balancing short-term metrics with long-term value creation in business.
Nov 10, 2022 • 49min
Ep. 208: Jason Barro | NPS Prism: The Source for True, Deep NPS Insights
In this episode, Jason Barro, Bain & Company partner, and Rob Markey discuss NPS Prism and how it's used across various industries to drive consumer sentiment. 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 Jason Barro, you can find him on LinkedIn.
Oct 13, 2022 • 42min
Ep. 207: Fred Reichheld | Refocusing NPS for Earned Growth
In this episode, Bain Fellow Fred Reichheld and Rob Markey discuss how Earned Growth and operational indicators can provide both inspiration and learning to an organization. We also explore companies' most common Net Promoter Score mistakes, and we participate in a live audience Q&A. 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 Fred Reichheld, you can find him on LinkedIn. This episode was sponsored by NPSx℠, a new venture from Bain & Company that provides training, certification, technology, and community to help companies enrich their customers' lives. Learn more at npsx.com.
Sep 29, 2022 • 47min
Ep. 206: Mike Salguero | A Rare Business Model, Well Done
In this episode, Mike Salguero, founder and CEO of ButcherBox, and Rob Markey discuss how a purpose-driven, direct-to-consumer meat subscription service aims to improve people's health, mitigate environmental damage, and make farming more sustainable and ethical. 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 Mike Salguero, you can find him on LinkedIn.
Sep 1, 2022 • 47min
Ep. 205: Zack Anderson | Bringing the Elusive Promise of Personalization to Life
In this episode, Zack Anderson, chief data and analytics officer at National Westminster Bank (NatWest), and Rob Markey discuss how garnering a deeper understanding of customers' perspectives improves a company's data analytics and why a more streamlined approach to extracting customer information improves client satisfaction. Zack also highlights his top strategies to ensure consumers remain responsive and satisfied with a company's offerings, approaches, and targeted communications. 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 Zack Anderson you can find him on LinkedIn.
Aug 18, 2022 • 45min
Ep. 204: Evan Siegel | Why Helping Banking Customers Change Their Mindsets Builds Lifelong Loyalty
In this episode, Evan Siegel, vice president of financial services and business development at eGain, and Rob Markey discuss why customer-focused bankers need to learn how to listen to consumers' true financial needs and wants, and why empowering consumers to take charge of their financial health wins their long-term 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 Evan Siegel, you can find him on LinkedIn.
Jul 28, 2022 • 39min
Ep. 203: Bryan Rutberg | Loving Your Customers Means Keeping It Real
In this episode, Bryan Rutberg, founder and principal of 3C Communications, shares how and when to advocate on behalf of the customers you serve, and Rob Markey discusses how enhancing relationships with customers and prioritizing frontline employees' learning opportunities builds rapport vs. merely building up scores. 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 Bryan Rutberg, you can find him on LinkedIn. Download Bryan's free ebook, Love & Profit: 10 Ways to Transform Customers into Lustomers, here.
