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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

33:23

Ep. 82: When Customers Speak Their Minds

Customer Confidential: Untold Stories of Earned Growth ·

2016/06/23

A number rarely tells the whole story. That's why leading Net Promoter companies ask customers to discuss their experiences in their own words. Bain Fellow Fred Reichheld returns to the podcast to talk about the shortcomings of multiple-choice surveys, the power of verbatim feedback and some common customer service myths.

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37:12

Ep. 81: The Art of Human Connection

Customer Confidential: Untold Stories of Earned Growth ·

2016/06/16

Some people have a knack for forming genuine human connections whether it's with customers, colleagues or employees. They have a gift for making people feel special. The ability to speak with authenticity and authority might come natural to some people, but it's a skill that can be learned, says Jordan Harbinger, cofounder of The Art of Charm, a program that teaches people how to improve their social skills. Why should this matter to Net Promoter companies? These skills are critical to delighting

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02:56

Ep. 80: Shorts - The Infrastructure Behind an...

Customer Confidential: Untold Stories of Earned Growth ·

2016/06/09

Recreating the same customer intimacy that an individual shopkeeper can provide is possible for large organizations if they have an operational infrastructure that can foster high-quality interactions on a bigger scale. Rob Markey explains how in this Net Promoter System Podcast short.

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47:50

Ep. 79: What Makes Customers Buy? It's Not Always...

Customer Confidential: Untold Stories of Earned Growth ·

2016/05/26

In the US, we're used to seeing sale signs that tout 40% discounts. However, consumers in China are more likely to see signs that promote the percentage a customer will have to pay after the price cut. This seemingly subtle shift speaks to the underlying motivations that inform a customer's buying decisions, says Angela Lee, a consumer psychologist and marketing professor at Northwestern University's Kellogg School of Management. In this episode, Angela discusses how culture and emotions influence

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48:01

Ep. 78: The Gift of Brutally Honest Feedback

Customer Confidential: Untold Stories of Earned Growth ·

2016/05/19

Have you ever found it hard to tell an employee that his work simply wasn't cutting it? Maybe you were afraid of hurting the employee's feelings or creating tension, so you decided not to say anything. Kim Scott, an executive coach and former Google executive, considers these situations missed opportunities for growth. She argues that honest criticism that's shared with sincere concern can empower employees at every level of a company. In this episode, Kim discusses her Radical Candor framework and

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38:22

Ep. 77: How to Get More Out of Your Net Promoter System

Customer Confidential: Untold Stories of Earned Growth ·

2016/05/05

It's a scenario that we routinely face: a company starts off using the Net Promoter System with great enthusiasm, gets a number of quick wins and then hits a wall. They inevitably ask themselves: "What are we doing wrong?" My colleague Aaron Cheris, one of the chief architects of Bain's Net Promoter System, gets this question a lot. So he helped craft an assessment tool that allows companies to measure their efforts in a straightforward and quantitative fashion. His premise was simple: find out what

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48:23

Ep. 76: How to Stay Married (to Your Customers)

Customer Confidential: Untold Stories of Earned Growth ·

2016/04/28

Maurice FitzGerald, the recently retired vice president of customer experience for the software business at Hewlett-Packard Enterprise, has been happily married for more than 25 years. But one Valentine’s Day, he had an epiphany about why some couples stay together for the long haul and others don’t—and why that knowledge is so critical to improving an organization’s customer experience. Maurice shares those insights and others from his Net Promoter experience at HP Enterprise in this episode.

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49:02

Ep. 75: Creating a Service Culture That Keeps...

Customer Confidential: Untold Stories of Earned Growth ·

2016/04/14

Under Jack Brennan's leadership, Vanguard became an early adopter of the Net Promoter System. With it, customer loyalty became core to how the investment company operated. Jack pushed employees to ask "Are we doing the best thing for the client?" until the question became second nature to them. The goal was always to keep clients for life and to never take on a client they couldn't keep that long. In this episode of the Net Promoter System Podcast, Jack shares some of the practical lessons he

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42:03

Ep. 74: How VimpelCom Set a Roadmap for Improvement

Customer Confidential: Untold Stories of Earned Growth ·

2016/04/07

VimpelCom is one of the largest telecom companies in the world, but a few years ago the company started facing more competition from a new crop of Internet-based rivals. The company decided to become more serious about its mission to focus on customers, adopting the Net Promoter System to guide its efforts. To gauge its progress, VimpelCom used Bain's Net Promoter System assessment tool to identify weak spots. In this episode, Rob Markey talks to VimpelCom executives Anton Telegin and Natalia

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03:36

Ep. 73: Shorts - Creating a Reliable Metric

Customer Confidential: Untold Stories of Earned Growth ·

2016/03/24

The Net Promoter System is about creating a culture in which companies make better decisions on behalf of their customers. The only way to do that is to get reliable feedback from customers, says Rob Markey in this Net Promoter System Podcast short.

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03:01

Ep. 72: Shorts - Developing a Root Cause Capability

Customer Confidential: Untold Stories of Earned Growth ·

2016/03/17

Customers can explain what's bothering them or what they like about a company. But they don't always know the full story behind their own feelings. Rob Markey discusses the importance of digging deeper into customer feedback in this Net Promoter System Podcast short.

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02:45

Ep. 71: Shorts - The Keys to Effective Learning

Customer Confidential: Untold Stories of Earned Growth ·

2016/03/10

Customer feedback has traditionally been used to evaluate performance, not necessarily improve it. The Net Promoter System, however, seeks to empower employees by teaching them the skills they need to generate loyalty and enthusiasm among customers. Rob Markey explains how in this Net Promoter System Podcast short.

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02:05

From feedback to action

Customer Confidential: Untold Stories of Earned Growth ·

2016/03/07

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46:47

Ep. 70: The Business of Habits: Why You Just Can’t...

Customer Confidential: Untold Stories of Earned Growth ·

2016/02/18

Fifty years ago, few people could have guessed some of today's most common habits. Habits like having a mobile phone within arm's reach at all times; checking Facebook or email multiple times an hour, or calling an Uber instead of a cab. All companies dream of inspiring such new and compelling habits in their customers, but few manage to achieve it. Nir Eyal, author of Hooked: How to Build Habit-Forming Products, shares his theories on what sets these products apart.

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40:57

Ep. 69: The Biggest Challenges of Adopting the Net...

Customer Confidential: Untold Stories of Earned Growth ·

2016/02/04

The Net Promoter System is simple in concept, but adopting it can be a cataclysmic event for an organization. From asking frontline employees to reach out to customers to asking finance to manage new metrics, turning Net Promoter into tangible results typically requires significant culture change. Bain Partners Andreas Dullweber, Jason Barro and Maureen Burns discuss some of the biggest hurdles they encounter as they help companies build customer-centric cultures.

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03:54

Ep. 68: Shorts - Converting Loyalty Into Economic...

Customer Confidential: Untold Stories of Earned Growth ·

2016/01/28

Earning goodwill among your customers isn't enough to ensure long-term growth. Leaders must also create the conditions that enable and encourage loyal customers to do what they’re inclined to do anyway. They have to offer customers a continuing stream of products or services that stand out from the competition. They have to deliver those goods at the right price, at the right time, through the right channels, using the right messages. And sometimes they have to help customers communicate their

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02:43

Ep. 67: Shorts - From feedback to action

Customer Confidential: Untold Stories of Earned Growth ·

2016/01/22

Customer feedback is pointless if a company doesn't use it to improve the customer experience. To create loyalty, Net Promoter System companies use this input to address individual customers' concerns and inform systemic improvements, explains Rob Markey in this Net Promoter System Podcast short.

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03:02

Ep. 66: Shorts - Leading a Net Promoter System company

Customer Confidential: Untold Stories of Earned Growth ·

2016/01/07

Greatness doesn't come just from getting the managerial levers right. It comes from inspiration, from people at every level feeling excited about doing the right thing by customers. That's the objective that underlies a CEO's commitment to focus on customers, to lead by example and to coach others in the organization. In this Net Promoter System Podcast short, Rob Markey discusses why putting loyalty at the heart of a business requires executives to view their jobs in a new light.

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03:16

Ep. 65: Shorts - The economics of loyalty

Customer Confidential: Untold Stories of Earned Growth ·

2015/12/22

Unless you know how much more valuable your top customers are, you are flying blind. It's impossible to know how much to invest in efforts to create and retain more of these customers. In this Net Promoter System Podcast short, Rob Markey explains how companies use the Net Promoter System to understand the needs of their most valuable customers.

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45:34

Ep. 64: How Bonobos designs a tailored shopping...

Customer Confidential: Untold Stories of Earned Growth ·

2015/12/17

If you’re struggling to find pants that fit, the last place you probably turn is the Internet. But men's clothing retailer Bonobos is using customer service, feedback and design to challenge this assumption. On the latest episode, Bonobos Cofounder Andy Dunn shares his philosophy for creating memorable customer experiences both online and in stores.

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