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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

25:03

Ep. 122: Q&A with Maurice FitzGerald | The Net...

Customer Confidential: Untold Stories of Earned Growth ·

2017/10/19

Begging customers for strong scores. Only seeking feedback from customers who had positive outcomes. Altering contact information to make dissatisfied customers hard to reach. When it comes to gaming the Net Promoter System, we've seen it all and one thing is always clear: When employees intentionally undermine a company's efforts to understand customers and improve service, everyone loses. In this episode, Rob Markey welcome back Maurice FitzGerald, retired vice president of customer experience at

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40:41

Ep. 121: Aisling Hassell | Unlocking Airbnb's Culture...

Customer Confidential: Untold Stories of Earned Growth ·

2017/10/05

Airbnb launched 10 years ago when roommates Brian Chesky and Joe Gebbia decided to rent out an air mattress on the floor of their San Francisco living room to make a few extra bucks. Now it's a $31 billion hospitality giant that has created a whole new category of lodging. Airbnb's unique business model, which allows people in more than 190 countries to rent their homes to travelers, requires a high level of trust among not only guests and hosts, but also employees and managers. The company has gone

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27:39

Ep. 120: Q&A with Maurice FitzGerald | Why Response...

Customer Confidential: Untold Stories of Earned Growth ·

2017/09/21

The statistical validity of the Net Promoter Score depends on response rates; the higher the rate, the greater the accuracy. Low response rates can easily undermine a company's Net Promoter System, causing leaders to overlook burgeoning problems or wrongly assume that customers are happy. In this episode, host Rob Markey and Maurice FitzGerald, retired vice president of customer experience at HP Software and author of Net Promoter—Implement the System, tackle common questions about response rates.

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36:09

Ep. 119: Jennifer Hyman | How Rent the Runway Makes a...

Customer Confidential: Untold Stories of Earned Growth ·

2017/09/07

People feel good when they look good—it doesn't take a fashion expert to tell you that. But that feeling compounds when you make it easy for people to access clothing that's unique, fits well and suits the occasion. That's the Rent the Runway approach. The company launched in 2009 with a mission to help women feel their best by renting them designer clothing and accessories through an innovative subscription model. The service has been a huge hit, allowing the company to earn more than 6 million

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30:14

Ep. 118: Q&A with Maurice FitzGerald | What's in a...

Customer Confidential: Untold Stories of Earned Growth ·

2017/08/24

What does it take to develop meaningful competitive benchmark Net Promoter Scores? What is the relationship between benchmark trends and revenue? What if your company is small or operates in a niche industry with few competitors for comparison? Competitive benchmark Net Promoter Scores provide an objective and fair basis for comparing your company’s feedback to the feedback your competitors earn. Done right, they can provide the basis for goal setting and prioritization at the highest levels of a

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48:49

Ep. 117: Eric Almquist | What Do B2B Customers Want?

Customer Confidential: Untold Stories of Earned Growth ·

2017/08/10

What do customers really want when they buy a product? Some benefits are fairly obvious—convenience and quality, for example. But some customers, even those in business-to-business (B2B) markets, are seeking far more from their purchases—hope, self-actualization and motivation. Bain Partner Eric Almquist returns to the Net Promoter System Podcast to discuss developments in his Elements of Value framework and how companies are using it. Eric introduced his framework, which draws on themes from

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43:26

Ep. 116: Sarah Robb O'Hagan | Going to Extremes for...

Customer Confidential: Untold Stories of Earned Growth ·

2017/07/27

When faced with a scrappy challenger, it's not hard for established brands to lose sight of their core customers, especially if they're in a highly competitive market. These situations usually arise when an established brand starts to lose market share to a buzzworthy upstart. When that happens, a company's leaders might debate whether they should change course to chase a new competitor or try to reconnect with the brand's base. Sarah Robb O’Hagan, CEO of the indoor cycling company Flywheel Sports,

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51:26

Ep. 115: Maurice FitzGerald | Tackling Net Promoter...

Customer Confidential: Untold Stories of Earned Growth ·

2017/07/13

What if a company wants to adopt the Net Promoter System, but lacks the resources and time to fully implement each aspect of the framework? Is something better than nothing? In this episode, Rob Markey welcomes back Maurice FitzGerald, the retired vice president of customer experience at HP Software and author of Net Promoter—Implementing the System. Together, Rob and Maurice will tackle this question and others submitted by members of the Net Promoter System Forum on LinkedIn, a group for Net

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37:31

Ep. 114: Fred Debruyne | The Secret to Happier...

Customer Confidential: Untold Stories of Earned Growth ·

2017/06/29

Telecom executives are under pressure from their customers, shareholders and other stakeholders to become more digital, to exploit the new technologies and opportunities that will enable them to deliver more services and operate more efﬁciently. Some companies approach their digital transformation as a series of boxes to be ticked: mobile apps, better web services, more online transactions. But these companies are missing out on an opportunity to reinvent themselves. The most forward-looking

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02:53

Ep. 113: Shorts | Maintaining Customer Intimacy at Scale

Customer Confidential: Untold Stories of Earned Growth ·

2017/06/08

In the old days, shop owners were on a first-name basis with their customers. Of course, the owners cultivated these relationships within their communities for years, allowing for the intimacy that so many companies aspire to today. It's tough to achieve—top leaders often drift further away from the front lines as a company grows. But technology is changing all that. Now companies are harnessing their customer data to form much deeper relationships at huge scale. In this short episode, we look at

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40:39

Ep. 112: Tom Springer | Mining the Big Data...

Customer Confidential: Untold Stories of Earned Growth ·

2017/05/18

If you're an angry customer, the last thing you want is another generic offer from the company that has raised your ire. These missteps can irreparably damage a relationship. But companies that know how to collect, analyze and act on customer data will learn to avoid these situations, says my colleague Tom Springer, who leads Bain's Advanced Analytics practice. They'll use that data to calibrate their offers based on a customer's level of advocacy, allowing them to expand relationships with

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42:42

Ep. 111: Shawn Achor | Why a Little Praise Goes a...

Customer Confidential: Untold Stories of Earned Growth ·

2017/04/27

Employees who are sincerely happy almost always provide a better customer experience. But what can companies do to make a meaningful difference in how employees feel about their work? Shawn Achor, The New York Times best-selling author of The Happiness Advantage and Before Happiness, says that companies can do a lot. In fact, sometimes the solutions are as simple as encouraging social interaction and praise. In this episode, Shawn discusses the connection between happiness and success, and his work

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02:40

Ep. 110: Shorts | The Story Behind the Smiley Face

Customer Confidential: Untold Stories of Earned Growth ·

2017/04/13

Long before social media and online surveys, shopkeepers relied on a simple measure of customer sentiment: whether their customers were smiling. In this short episode, Fred Reichheld and Rob Markey share the story behind the Net Promoter System's signature smiley face icons, and discuss how one number can become a powerful learning tool for inspiring lasting change.

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41:51

Ep. 109 Jonathan Levav | The Science Behind Clicking...

Customer Confidential: Untold Stories of Earned Growth ·

2017/04/06

Do you shop online differently if the purchase involves clicking buttons vs. dragging an item into cart? Does a product search feel more fulfilling if it forces you to scroll through a vast trove of options? Do your survey responses change if the scale starts on the left or the right? These are the questions that Jonathan Levav, associate professor of marketing at the Stanford Graduate School of Business, explores. His research looks at the factors that influence consumers’ choices and judgment,

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44:25

Ep. 108: Roger Martin | The Tricky Thing About...

Customer Confidential: Untold Stories of Earned Growth ·

2017/03/23

One of the great philosophers said that a person who sets out to be happy probably won't achieve his goal. On the other hand, if a person sets out to help others and make the world a better place, he will probably end up happy. The same logic applies to companies that set the vague goal of maximizing shareholder value, according to Roger Martin, former dean of the Rotman School of Management at the University of Toronto. In reality, successful companies create products their customers want and

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03:35

Ep. 107: Shorts | Asking the Right Question

Customer Confidential: Untold Stories of Earned Growth ·

2017/03/16

By focusing on a single question, the Net Promoter System eliminates unnecessary complexity. Rob Markey and Fred Reichheld, inventor of the Net Promoter Score, explain the origins of the "likelihood to recommend" question.

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37:28

Ep. 106: Chris Zook | Why Front-Line Obsession Is...

Customer Confidential: Untold Stories of Earned Growth ·

2017/03/02

Steve Jobs. Charles Schwab. Howard Schultz. They all spotted an unmet customer need and made it their mission to meet it. They also founded iconic companies that started out as disruptors only to struggle as bureaucracy and distraction set in. In each case, it took the founder’s return to get the company back on track. It’s a story that will be played out again and again in business. But it doesn’t have to. According to Bain Partner Chris Zook, these companies have battled the predictable crises of

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03:32

Ep. 105: Shorts | Going Beyond Statistics with Net...

Customer Confidential: Untold Stories of Earned Growth ·

2017/02/24

Rob Markey discusses how he became a Net Promoter convert with Fred Reichheld, inventor of the Net Promoter Score.

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44:56

Ep. 104: Ian Malpass | Big Lessons in Culture from a...

Customer Confidential: Untold Stories of Earned Growth ·

2017/02/16

Millennium Mat has developed a unique culture in which employees make production decisions for their teams and share in the financial benefits of their success. The leaders of these teams are called CEOs and they make all of the hiring and production decisions. Their employees, whom Millennium calls partners, are expected to bring forth their performance-improving ideas. Companies of all sizes and in all industries could learn a lot from Millennium’s approach, which has propelled its business to

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43:01

Ep. 103: Peter Fader | What Is a Customer Worth?

Customer Confidential: Untold Stories of Earned Growth ·

2017/02/02

Large companies live and die by traditional financial forecasts—earnings estimates, sales targets and so forth. After all, it’s how the market measures their value and whether they’re worthy of investment. The intense pressures to meet these goals can cause some executives to make short-term cuts that can undermine their long-term strategies. Some would argue that we need new gauges of corporate strength. The Net Promoter Score is a very powerful measure, but so is another: customer lifetime

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