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
Jul 14, 2022 • 38min
Ep. 202: Carolyn Saunders | Customers Want to Be Heard: Can You Use Feedback to Build Relationships?
In this episode, Carolyn Saunders, former senior vice president, Consumer & Small Business (Retail), International Banking, for Scotiabank and current Bain external advisor, and Rob Markey discuss 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 Carolyn Saunders, you can find her on LinkedIn.
Jun 30, 2022 • 41min
Ep. 201: Nate Henderson | From Paper to Pixels: How 3-D Instructions Are Transforming Customer Experience
In this episode, Nate Henderson, BILT's founder and CEO, and Rob Markey discuss how to make a great customer experience an empowering experience, how to raise Net Promoter Score℠, and how BILT leverages analytics to improve customer 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 Nate Henderson, you can find him on LinkedIn.
Jun 16, 2022 • 36min
Ep. 200: Ilenia Vidili | Customer-centricity Can Make the World a Better Place
In this episode, Ilenia Vidili, a customer-centricity adviser and author of Journey to Centricity, and Rob Markey discuss why connecting to customers means understanding what they value. When companies use their voice to stand up for something they truly believe in or to advance and improve society, customers notice. 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 Ilenia Vidili, you can find her on LinkedIn. Order Ilenia's book here.
May 26, 2022 • 48min
Ep. 199: Jon Picoult | Great Customer Experience Begins with Knowing What Customers Value
In this episode, Jon Picoult, founder and principal at Watermark Consulting, and author of From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans, and Rob Markey discuss why creating fewer problems for consumers drives more value interactions and how to deliver a cost-effective experience customers value long term. 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 Jon Picoult, you can find him on LinkedIn. Order Jon's book here.
May 12, 2022 • 42min
Ep. 198: Barbara Higgins | Lighting a Path to Success in Low-Engagement Industries
In this episode, Barbara Higgins, former chief customer officer of Duke Energy, and Rob Markey discuss what customer loyalty in the utility industry looks like as well as Barbara's strategies and techniques to cultivate lasting 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 Barbara Higgins, you can find her on LinkedIn.
Apr 28, 2022 • 35min
Ep. 197: Jason Guardino | Compassion in Healthcare: Feeling Cared For Can Be as Important as Being "Cured"
In this episode, Dr. Jason Guardino of The Permanente Medical Group and Rob Markey discuss how healthcare organizations like Jason's are helping physicians and care facilities create meaningful and valuable patient experiences that promote better care outcomes. 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 Guardino, you can find him on LinkedIn.
Apr 7, 2022 • 25min
Ep. 196: Trier Bryant and Kim Scott | A Conversation About Bias: How Leaders Can Help Employees Become Bias Disruptors
In the workplace, biased language and treatment can often slip by without consequence, leaving those discriminated against feeling powerless or unheard. But Just Work cofounders Trier Bryant and Kim Scott believe integrating bias disruptors in the workplace can help all who experience or observe bias speak up and address it in the moment. In this episode, Kim, Trier, and I discuss how bias disruptors can contribute to a just work environment and what leadership can do to root out and recognize bias. 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 31, 2022 • 17min
Ep. 195: Trier Bryant and Kim Scott | A Conversation About Bias: How Leaders Can Make Employees and Customers Feel Safe and Heard
Bias. We all have it. We form quick assessments of someone's character off of their appearance alone, for instance. But those quick assessments can undermine customer and workplace relationships. What if more people were aware when bias was creeping into their perspective? In this episode, Kim, Trier, and I discuss what a "just" work environment looks like—one in which bias, prejudice, and bullying are addressed early on. And we explore how proactive leaders who encourage all employees to speak up when they see or experience bias, discrimination, or bullying can jump-start this shift. 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 10, 2022 • 31min
Ep. 194: Todd Yellin | From Red Envelopes to Red Carpets: Netflix's Todd Yellin Talks Innovation and Personalization
Since its somewhat humble beginnings mailing DVDs back-and-forth with customers in red envelopes, Netflix has evolved into an iconic digital insurgent known not only for its seamless entertainment experience, but also for its award-winning studio and production output. In this episode, Todd Yellin, vice president of product at Netflix, shares his perspective on Netflix's history, a few of the company's latest developments, and how customer analytics and feedback enables the company to keep raising the bar and improving the value it delivers to customers. 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
Feb 10, 2022 • 26min
Ep. 193: Fred Reichheld | Customer Love: Go Big, or Go Home: Understanding the Power of "Big NPS"
It seems obvious: When customers feel loved and appreciated by a company, they stay longer, buy more, and enthusiastically return. But how do you get boards and shareholders to abandon quick profits and invest in the long-term goal of customer satisfaction? In this episode of the podcast, Fred Reichheld, a Bain fellow, creator of the Net Promoter System, and author of the new book Winning on Purpose: The Unbeatable Strategy of Loving Customers, shares how leaders should be using NPS correctly to succeed in the long run. 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
