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PODCAST

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,

business management

All Episodes

34:24

Ep. 142: Q&A with Maurice FitzGerald | The Empathy...

Customer Confidential: Untold Stories of Earned Growth ·

2018/10/26

Medical outcomes matter, but they're not the only factor in patient satisfaction. A provider's ability to communicate and express empathy are also critical to the customer experience in healthcare. Host Rob Markey welcomes back Maurice FitzGerald, retired vice president of customer experience at HP Software and author of Net Promoter—Implement the System. Rob and Maurice discuss the unique customer experience challenges that healthcare providers and organizations face, and how the Net Promoter

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45:43

Ep. 141: Jeanne Bliss of CustomerBliss | It’s Still...

Customer Confidential: Untold Stories of Earned Growth ·

2018/10/11

Host Rob Markey welcomes back Jeanne Bliss, author of the new customer experience book, Would You Do that to Your Mother? In her book, she argues that companies need to humanize the customer experience to help their employees provide the service that customers want. Jeanne also advises senior leaders as founder and president of CustomerBliss, and previously oversaw the customer experience at Land’s End, Microsoft, Coldwell Banker and Allstate.

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30:43

Ep. 140: Comcast’s Charlie Herrin | How Follow-up...

Customer Confidential: Untold Stories of Earned Growth ·

2018/09/20

Follow-up calls offer an opportunity to hear real customers describe, in detail, the things that make them love your company, or not. And they can involve senior executives in learning what it’s like to be an average customer or an average frontline employee—to get out of the mindset of “corporate” and into the world where customers interact with your company every day. In this episode, Rob Markey continues his conversation with Charlie Herrin, Comcast’s chief customer experience officer, who has

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50:40

Ep. 139: Comcast’s Charlie Herrin | Inside a Cable...

Customer Confidential: Untold Stories of Earned Growth ·

2018/09/06

Cable company executives know they have shaky relationships with many customers. In fact, most have been working to improve their customer experience. And one or two are taking truly radical steps to improve. Comcast, one of the biggest Internet providers in the US, is among those working hardest to earn more trust and loyalty from customers. In this episode, Rob Markey talks to Charlie Herrin, Comcast’s chief customer experience officer.

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50:46

Ep. 138: USAA's Julio Estevez-Breton | The Customer...

Customer Confidential: Untold Stories of Earned Growth ·

2018/07/27

USAA, which primarily serves members of the US military and their families, has some of the most loyal customers in business. How does the company do it? USAA has organized itself around customer episodes—all the steps required to meet a customer’s need—instead of products and services. The company has gone beyond identifying and tracking these crucial moments to assigning leaders to manage and enhance them, using Agile methods to speed change. Rob Markey recently spoke with Julio Estevez-Breton,

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58:46

Ep. 137: FirstService's Charlie Chase | The Business...

Customer Confidential: Untold Stories of Earned Growth ·

2018/07/13

Rob Markey talks to Charlie Chase, president and CEO of FirstService Brands, which provides property services such as painting, remodeling and storage design through its franchise network. Charlie started as a painting franchise owner in 1982 and went on to start CertaPro Painters, one of the company’s brands. FirstService uses the Net Promoter System to collect feedback from not only customers, but also prospects who didn't choose his company's services. This allows FirstService's leaders to

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45:52

Ep. 136: Elwood Staffing's Fernando Cadena | Building...

Customer Confidential: Untold Stories of Earned Growth ·

2018/06/28

Rob Markey welcomes back Fernando Cadena, director of associate engagement at Elwood Staffing Services, which places 25,000 temporary employees at companies across the country. Fernando has been leading the firm’s Net Promoter efforts, which began six years ago when he first sought feedback from the company’s associates. He has since expanded the company's feedback efforts to its customers. Net Promoter feedback has helped Elwood Staffing improve its customer experience, increase employee retention

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52:36

Ep. 135: Year Up's Garrett Warfield and Jess Britt |...

Customer Confidential: Untold Stories of Earned Growth ·

2018/06/14

Year Up has helped thousands of young adults leave minimum wage jobs and forge meaningful careers. Its one-year program has served almost 20,000 people since 2000, and the vast majority end up in roles at major companies or in college. Delivering such strong results requires Year Up to balance the needs of its students, donors and the companies that provide critical support and internships. The organization has been using the Net Promoter System to gauge those relationships to ensure that

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44:52

Ep. 134: "Grit" Author Angela Duckworth | Leading...

Customer Confidential: Untold Stories of Earned Growth ·

2018/06/01

What do successful leaders have in common? It often comes down to two key traits: passion and perseverance. In other words, they have grit. In this episode, Angela Duckworth, a psychology professor at the University of Pennsylvania, shares insights from her New York Times best-selling book, Grit: The Power of Passion and Perseverance. She's also the founder of Character Lab, a nonprofit that works to advance the science of character development.

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39:03

Ep. 133: Bain's Jason Barro | The Roadmap to Leadership

Customer Confidential: Untold Stories of Earned Growth ·

2018/05/23

When companies set out to dramatically improve their customer experience, they have many decisions to make—where to invest, which markets to go after, which touchpoints to enhance. And there are usually many opinions to consider for each choice. In this episode, Rob Markey talks to Bain Partner Jason Barro about how companies can use a roadmap to leadership to set priorities and find clarity as they work toward customer centricity.

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39:20

Ep. 132: Boxed's Jackson Jeyanayagam | Using Service...

Customer Confidential: Untold Stories of Earned Growth ·

2018/04/27

Rob Markey talks to Jackson Jeyanayagam, chief marketing officer at Boxed, an online grocery startup that's taking on traditional wholesalers by offering personalized service and convenient delivery. Jackson joined the company in 2016 after overseeing digital marketing at Chipotle Mexican Grill.

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42:33

Ep. 131: Adidas' Celine Del Genes | Designing the...

Customer Confidential: Untold Stories of Earned Growth ·

2018/04/13

Host Rob Markey talks to Celine Del Genes, vice president, concept to consumer, for Adidas Football. She oversees the sports apparel company’s go-to-market strategy for soccer shoes and gear, managing key decisions about pricing, sales channels and marketing approaches. Celine is also a Net Promoter practitioner and uses the method to gauge customer reaction to company initiatives and product design. She recently brought together social marketing, agile decision-making and Net Promoter feedback in

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45:57

Ep. 130: Bain's Jeff Melton | The Metrics That Matter...

Customer Confidential: Untold Stories of Earned Growth ·

2018/03/23

Rob Markey talks to Bain Partner Jeff Melton, co-leader of Bain Simple & Digital, an approach that helps companies apply digital technology where it matters. Jeff discusses the importance of choosing the right metrics to gauge a customer episode and what happens when companies choose the wrong ones.

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34:12

Ep. 129: Dell's Marc Stein | Bringing Net Promoter to...

Customer Confidential: Untold Stories of Earned Growth ·

2018/03/01

Dell has been collecting customer feedback since Michael Dell dropped out of college three decades ago and founded the company. It's part of the company's DNA. The computer maker began its Net Promoter journey a decade ago when it was trying to connect customer satisfaction with economic outcomes. Now the company has a robust Net Promoter System that informs major projects and innovations. In this episode, host Rob Markey catches up with Marc Stein, senior vice president of customer experience at

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38:40

Ep. 128: FireDisc's Griff and Hunter Jaggard |...

Customer Confidential: Untold Stories of Earned Growth ·

2018/02/08

Rob Markey welcomes Griff and Hunter Jaggard, the brothers behind the FireDisc, a portable propane cooking surface that has become required gear among outdoor enthusiasts. They launched their company in 2010 with a tractor plow disc and an idea inspired by their Texas childhoods, and they have been using Net Promoter to help guide their efforts.

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26:03

Ep. 127: Q&A with Maurice FitzGerald | Boning Up on...

Customer Confidential: Untold Stories of Earned Growth ·

2018/01/11

When responding to an angry customer, few words are as effective as "I'm sorry." And yet, it's so hard for some people to apologize sincerely. Why? In this episode, host Rob Markey welcomes back Maurice FitzGerald, retired vice president of customer experience at HP Software and author of Net Promoter—Implement the System. Together, Rob and Maurice will discuss how behavioral economics can inform companies' interactions with customers and how they use the Net Promoter System.

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19:41

Ep. 126: Q&A with Maurice FitzGerald | Are Cultural...

Customer Confidential: Untold Stories of Earned Growth ·

2017/12/14

How does a customer's country of origin affect the feedback they provide about service experiences? Are certain countries home to naturally tough critics? Do people in some countries view rating scales differently? Cultural differences play a role in Net Promoter feedback, but to a far lesser degree than many practitioners assume. The challenge is to separate cultural issues from real service problems. In this episode, host Rob Markey welcomes back Maurice FitzGerald, retired vice president of

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35:55

Ep. 125: Darci Darnell | Bringing Net Promoter to the...

Customer Confidential: Untold Stories of Earned Growth ·

2017/11/30

Despite companies’ best efforts to engage their teams, more than half of employees say they are uninspired and dissatisfied in their roles, according to Bain research. Only 19% of employees say they’re inspired and satisfied—a huge opportunity for companies that learn to tap their teams’ potential. We’ve spent the last several years studying companies’ best engagement methods and distilling them into a simple approach that other companies could adopt to get their employees’ best. We call it Net

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17:57

Ep. 124: Q&A with Maurice FitzGerald | Rallying Teams...

Customer Confidential: Untold Stories of Earned Growth ·

2017/11/16

Building internal support for a fledgling Net Promoter System can be one of the biggest challenges of getting such an effort off the ground. It requires leaders to not only have a strong grasp of loyalty economics and the company's strategy, but the softer skills necessary to inspire and teach employees to do the right thing for customers. In this episode, host Rob Markey welcomes back Maurice FitzGerald, retired vice president of customer experience at HP Software and author of Net

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37:12

Ep. 123: Michael Farmer | Inside Madison Avenue's...

Customer Confidential: Untold Stories of Earned Growth ·

2017/11/02

No industry has escaped the disruption of digital technology. Advertising is no exception. Ad agencies, which previously thrived in what was once a loyalty-based industry, are now facing new competition as they struggle to hold on to client relationships. Advertising fee structures have also changed, along with customer expectations. In this episode, host Rob Markey talks to advertising industry expert Michael Farmer, author of Madison Avenue Manslaughter: An Inside View of Fee-Cutting Clients,

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262 results

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