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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

03:59

Ep. 102: Shorts | The Outer Loop of the Net Promoter...

Customer Confidential: Untold Stories of Earned Growth ·

2017/01/26

The Net Promoter System's "outer loop" is used to prioritize and address problems that can't be resolved by individuals or small teams. Rob Markey discusses why a robust, rigorous and transparent "outer loop" is essential to a solid Net Promoter System in this short episode. Read more: The Net Promoter System's Outer Loop

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43:07

Ep. 101: Eric Almquist | Tapping into Customers'...

Customer Confidential: Untold Stories of Earned Growth ·

2017/01/19

A lot of companies find themselves a situation in which their competitors are increasingly adding value to their products, while they’re struggling to figure out which features and services might move the needle with customers. The leaders of these companies aren’t sure what level of service will capture more of their market—or if they should even focus on service. It's the classic “how to play/where to win” question. Companies can't invest in everything. To succeed, they must distinguish themselves

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19:09

Ep. 100: Who Makes the Follow-Up Call? Rob Markey...

Customer Confidential: Untold Stories of Earned Growth ·

2017/01/06

Does the Net Promoter Score gauge a customer's broader relationship with a company or just the customer's most recent experience? Or both? Who should make follow-up calls to customers? Rob Markey addresses these questions and more in this episode.

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12:46

Ep. 99: What's in a Scale? Rob Markey Answers...

Customer Confidential: Untold Stories of Earned Growth ·

2016/12/15

Why does the Net Promoter scale go from zero to 10? Why is passive not the same as neutral? Rob Markey answers these questions and others in this episode. Recommended reading: The Benefits of a Competitive Benchmark Net Promoter Score Creating a Reliable Metric

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42:07

Ep. 98: The 33 Qualities of Inspiring Leaders

Customer Confidential: Untold Stories of Earned Growth ·

2016/12/08

The goal of the Net Promoter System is to create a culture that encourages employees to bring energy and creativity to their jobs. Developing that kind of culture requires inspiring leaders. We’ve all seen those people who seem born to be leaders. They have an uncanny knack for motivating the people around them. They show gratitude and connect with people in authentic ways. You might chalk it up to charisma or a rare innate gift. While that might be true, it’s possible that they studied their own

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03:03

Ep. 97: Shorts - Huddles in the Net Promoter System

Customer Confidential: Untold Stories of Earned Growth ·

2016/12/02

The team huddle is the part of the Net Promoter System that connects the inner loop to the outer loop. Rob Markey discusses why regular get-togethers—often daily or weekly—are a critical element of the system. Read more: The Net Promoter System's "Huddle": How Employees Come Together to Focus on Customers and Teamwork

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38:53

Ep. 96: What Really Motivates People

Customer Confidential: Untold Stories of Earned Growth ·

2016/11/18

It’s a question just about every manager wrestles with: How do I get my employees to do what I want them to do? How do I get them to be more empathetic to customers? To take feedback and make meaningful changes? Obviously, fair pay is essential, but there’s far more to it. After all, motivating people requires tapping into deep emotional needs for autonomy, purpose and affiliation. In this episode, Rob Markey talks to Daniel Pink, author of the 2011 best-seller Drive: The Surprising Truth About What

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19:51

Ep. 95: Rob Markey Answers Listeners' Net Promoter...

Customer Confidential: Untold Stories of Earned Growth ·

2016/11/10

The Net Promoter Score is a simple measure, but building a process and culture that results in deep customer relationships can be very complex. In this episode, Rob Markey answers listeners' questions on everything from competitive benchmarks to best practices for following up with customers. Do you have a question for Rob? Feel free to tweet your question to @rgmarkey on Twitter or write it in the comments field on any post on the Net Promoter System blog.

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03:40

Ep. 94: Shorts - The Inner Loop of the Net Promoter...

Customer Confidential: Untold Stories of Earned Growth ·

2016/10/20

The Net Promoter System has a mechanism called the inner loop that helps employees of all kinds get real-time feedback directly from customers. The feedback is usually positive—most employees do their job pretty well—so people typically become more engaged and enthusiastic. The occasional criticism or complaint about a specific interaction or decision can help individual employees and the organization learn to do their jobs better. The challenge is to set up the inner loop in the right way, so that

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42:14

Ep. 93: What Does It Really Take to Become an Expert?

Customer Confidential: Untold Stories of Earned Growth ·

2016/10/13

The best companies--loyalty leaders that grow profitably--do things to teach their employees to do their jobs better. In fact, the Net Promoter System was designed to help companies facilitate and accelerate that individual learning. The system's inner loop and huddle play important roles in encouraging feedback and coaching so that employees can serve customers better and contribute to the mission of the organization. Some people think that developing deep expertise simply requires time and

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03:23

Ep. 92: Shorts - Who Should Run Your Net Promoter...

Customer Confidential: Untold Stories of Earned Growth ·

2016/10/06

What qualities and experiences make for a successful chief advocacy officer? Not just anyone will do, regardless of how bright and ambitious he or she may seem to be. The best CAOs aren’t always the people you might think of first, and they aren’t always working in predictable roles. But one thing is for sure: It's important to choose someone who has the respect of the organization's leaders. In this short episode, Rob Markey discusses some critical considerations for companies that are choosing a

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41:19

Ep. 91: Finding the Road to Authenticity at Lyft

Customer Confidential: Untold Stories of Earned Growth ·

2016/09/15

Ride-hailing companies disrupted the traditional taxi and limo industry by offering unprecedented convenience. But less has been said about the customer experience at these fast-growing companies, which typically allow customers and drivers to rate their interactions. After all, these companies rely on thousands of independent drivers in markets across the country. I recently had the pleasure of speaking with Mary Winfield, vice president of customer experience and trust at Lyft. She says that her

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03:01

Ep. 90: Shorts - The Essential Role of the Customer...

Customer Confidential: Untold Stories of Earned Growth ·

2016/09/08

In this short episode of the Net Promoter System Podcast, Rob Markey explains how a customer advocacy office, or CAO, can be a focal point for learning about—and improving—the customer experience. A customer advocacy office can serve as the project management office that coordinates product development, marketing and other functional groups in the organization to focus on the customer experience. Net Promoter provides the methodology and the tools; the CAO is the arm of management that puts the

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04:11

Ep. 89: Shorts - Get Real Feedback from Your B2B...

Customer Confidential: Untold Stories of Earned Growth ·

2016/08/25

Most companies that serve other companies solicit feedback, often in the form of quarterly or semiannual satisfaction surveys. The Net Promoter System in a B2B setting also solicits feedback from customers. But that’s where the similarity to conventional methodologies ends. This system’s twin goals are to foster customer engagement and build strong client relationships. It isn’t so much a survey method as a means of facilitating relationship-enhancing conversations. It helps sales reps and account

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42:39

Ep. 88: Want to Empower Employees? Start by Letting Go

Customer Confidential: Untold Stories of Earned Growth ·

2016/08/18

How do you get the best out of employees? Scripted interactions and oppressive rules are never the answer. The best companies hire the right people and set the right expectations, and they trust their employees to use their judgment to make customers happy. When executives step back, employees provide more authentic and empathetic service. Former Disney executive Lee Cockerell returns to the podcast to share his tips for striking that balance between loose and tight control. At Disney, Lee ran a

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53:11

Ep. 87: What Do You Call the Space Between Your...

Customer Confidential: Untold Stories of Earned Growth ·

2016/08/11

What do you call the space between you and your customer? According to Dayton Semerjian, that's where you'll find the true value of a customer relationship. Dayton is general manager of global customer success and support at the IT services firm CA Technologies. CA's customers tend to be large companies, and the decision to buy its software and services is usually made by big groups of people armed with heavy analysis. Customer relationships can be very complex, involving many internal teams that

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49:57

Ep. 86: The Four Seasons Approach to Five-Star Service

Customer Confidential: Untold Stories of Earned Growth ·

2016/07/28

Hotels didn’t always give out free toiletries. It wasn’t until the 1970s, when a Four Seasons hotel in London first started offering shampoo in showers that other hotels started following suit. And Four Seasons has been setting high standards for luxury travel—and hospitality in general—ever since. Barbara Talbott, former chief marketing officer at Four Seasons Hotels and Resorts, shares how the company grew from a small chain to a global luxury brand during her two decades with the company. She

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04:05

Ep. 85: Shorts - Employee Engagement—Fostering...

Customer Confidential: Untold Stories of Earned Growth ·

2016/07/21

Employees need to see the fundamental connection between the work they do every day and its impact on customers. They must experience firsthand the deep satisfaction of earning their customers’ heartfelt gratitude and loyalty. If they don’t, then their jobs are just jobs—they may do as they’re told, but they won’t bring much energy, enthusiasm or creativity to the workplace. In this Net Promoter System Podcast short, Rob Markey explains how companies can create an environment where employees bring

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03:27

Ep. 84: Shorts - Closing the Loop in the Net Promoter...

Customer Confidential: Untold Stories of Earned Growth ·

2016/07/14

To close the loop is not only to let customers know that you have heard their feedback but also to bring the customer’s voice right inside the organization. Employees get a direct line to the people they are serving. They see and hear how they are creating or destroying loyalty and what they can do to improve the customer experience. In this short episode, Rob Markey explains why this step is a central element of the Net Promoter System. Learn more: Closing the Loop

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03:35

Ep. 83: Shorts - The Value of Prototypes

Customer Confidential: Untold Stories of Earned Growth ·

2016/06/30

Creating a pilot or prototype is an essential part of designing a robust Net Promoter System. These small-scale efforts allow a company to experiment with the system's essential elements, helping the company to create an effective program it can expand to other parts of the organization. In this Net Promoter System Podcast short, Rob Markey shares some best practices for prototypes. Learn more: The Value of Prototypes

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