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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

29:17

Ep. 239: Dan McCarthy | Food for Thought: How...

Customer Confidential: Untold Stories of Earned Growth ·

2024/10/17

Episode 239: What hidden insights can customer behavior data analysis reveal about how successful one food delivery app may be over another? Discover how analysis of externally sourced customer behavior data can fuel dramatic improvements in revenue forecasts and strategic decisions. See how competitor data analysis can help identify strengths and weaknesses that are otherwise hidden. In this episode of Customer Confidential, we’re joined by Dan McCarthy, director and co-founder of Theta and

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42:29

Ep 238: Brian Higgins | Building AI Trust: Verizon’s...

Customer Confidential: Untold Stories of Earned Growth ·

2024/09/05

Episode 238: In what appears to be a paradox, Verizon is accelerating its responsible AI journey through a measured, deliberate approach—ensuring its technology is primed to enhance customer experiences when they matter most. Verizon isn’t rushing to put AI in front of customers. Instead, they’re deliberately building trust, refining data quality, and rigorously testing their AI tools internally. This methodical strategy might seem slow, but is accelerating their progress toward a future where AI

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49:29

Ep. 237: Murli Buluswar | From Analytics to Outcomes:...

Customer Confidential: Untold Stories of Earned Growth ·

2024/08/15

How does democratizing intelligence enhance productivity and drive smarter decision-making? Murli Buluswar, Citigroup’s Head of Analytics for the US Personal Bank, joins host Rob Markey to explore Citi’s strategies for democratizing intelligence. Murli emphasizes building a conversational intelligence platform that enables proactive and reactive insights to reduce friction between curiosity, insight, and decision-making. This approach enhances organizational efficiency, boosts productivity, and

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37:17

Ep. 236: David Tudehope & Joseph Michelli | “Zig When...

Customer Confidential: Untold Stories of Earned Growth ·

2024/07/11

Episode 236: When telecom rivals offered lower rates and bigger networks, Macquarie bet big on customer loyalty—and won. David Tudehope, Macquarie Technology Group’s CEO, joins Rob Markey to discuss Macquarie’s competitive differentiator: a bold, customer-centric approach. David co-founded Macquarie to prioritize exceptional customer experience over price and network quality competition. Joining David is Joseph Michelli, author of Customer Magic: The Macquarie Way, who shares a key moment about how

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35:34

Ep. 235: Jon Freier | From Near Death to NPS...

Customer Confidential: Untold Stories of Earned Growth ·

2024/06/20

Episode 235: In 2012, T-Mobile lost nearly two million customers. Its revenue fell precipitously. Its situation seemed hopeless. Then came a new CEO with an audacious plan and a penchant for F-bombs. Jon Freier, president of T-Mobile’s US Consumer Group, joins host Rob Markey to share his firsthand account of the remarkable corporate turnaround. Jon describes the “Un-carrier” strategy, from its risky beginnings to its industry-reshaping impact. He shares how T-Mobile broke the mold, challenged

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32:17

Ep 234: Naiara De León & Madison Dyal Anderson | All...

Customer Confidential: Untold Stories of Earned Growth ·

2024/05/16

Why do some retailers excel at creating a welcoming environment for a diverse customer base while others fall short? Bain & Company's Naiara De León and Madison Dyal Anderson discuss their research on how companies that excel in customer advocacy and inclusion consistently outperform their peers by a staggering 10 percentage points annually. Beyond quantifying inclusion's sizable revenue impact, they also share data from their survey of over 7,700 US consumers on the lasting negative psychological

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33:48

Ep 233: Eckhart Boehme | Uncovering Hidden Customer...

Customer Confidential: Untold Stories of Earned Growth ·

2024/05/02

What if the key to creating truly innovative products and solutions lies at least as much in uncovering the deep emotional and attitudinal needs of your customers as in mastering technology? Eckhart Boehme, founder and managing director of Unipro Solutions, shares his approach to putting Clayton Christensen’s Jobs to Be Done framework into practical use. Eckhart demonstrates how in-depth interviews with customers and their families can reveal the underlying personal experiences, emotions, and

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29:37

Ep 232: Matt Harris | When AI Shifts the Balance of...

Customer Confidential: Untold Stories of Earned Growth ·

2024/04/18

Episode 232: When AI Shifts the Balance of Power to Consumers: Preparing for a New Business Reality Matt Harris, Partner at Bain Capital Ventures, argues that generative AI will soon empower customers in unexpected ways. Consumers, he predicts, will soon use AI tools to continuously discover lower loan rates, higher-yield savings accounts, or more attractive insurance policies. As a result, Matt anticipates a shift in customer-company power dynamics. Imagine, for example, an AI agent able to

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35:40

Ep 231: Fred Reichheld | Unleashing Earned Growth:...

Customer Confidential: Untold Stories of Earned Growth ·

2024/04/04

Discover the engine of Earned Growth as Rob Markey and Fred Reichheld, Bain Fellow and "Winning On Purpose” author, hold a working session on how references and referrals significantly contribute to organic growth. Rob and Fred unearth the pivotal role that references and referrals play in propelling Earned Growth. They answer key questions such as: How would you characterize different referral types? What are the best mechanisms for measuring and attributing value to them? How do you navigate the

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38:11

Ep 230: Tim Pernetti | A New Playbook: Reinventing...

Customer Confidential: Untold Stories of Earned Growth ·

2024/03/21

Why would a world-class sports academy invest in a student center, rather than more coaches, fancy equipment, or dorms? IMG Academy, a Florida boarding school, turns out some of the most successful college and professional athletes around. Its president, Tim Pernetti, led a massive cultural shift toward customer loyalty. Tim says IMG Academy used to be highly focused on coaching and sports operations. To be clear, that emphasis on athletic excellence helped produce a large number of highly

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24:23

Ep 229: Stan Swinton | Redefining Customer...

Customer Confidential: Untold Stories of Earned Growth ·

2024/03/07

How can businesses transcend traditional customer service boundaries to establish new customer experience benchmarks? Stan Swinton, Founder and General Manager of NPSx, Bain & Company, discusses how a comprehensive approach to customer experience extends beyond gathering feedback or managing customer journeys. Stan details Bain’s NPSx framework—comparable to a restaurant star rating, he says—which offers an extensive customer-centricity analysis via 60+ dimensions and eight pillars. Stan shares how

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28:03

Ep 228: Tony Ezell | Sustaining Success: How Customer...

Customer Confidential: Untold Stories of Earned Growth ·

2024/02/22

How does a global medical technology company maintain customer focus while managing operational challenges during a pandemic? In this episode, Tony Ezell, executive vice president of North America and chief marketing officer for Becton, Dickinson and Company (BD), explores how integrating customer feedback into your business strategy can maintain—and even enhance—customer loyalty by helping shape business strategies that are both robust and responsive to evolving customer needs. Tony outlines how

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34:39

Ep 227: Richard Watts | “Would You Do That to Your...

Customer Confidential: Untold Stories of Earned Growth ·

2024/02/08

How does an insurance industry leader integrate a simple yet profound question—Would you do that to your mom?—to transform customer service and decision making? In this episode, Richard Watts, board member at Farmers Insurance and former sales and service president at Progressive, discusses how asking this question improves business operations. He explores how this unique approach revolutionizes customer service and sets a new industry standard for empathy and customer focus. Richard also shares

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31:44

Ep 226: Ruth Veloria | Purpose-Driven Progress:...

Customer Confidential: Untold Stories of Earned Growth ·

2024/01/04

How do the needs of students at for-profit, mostly online colleges differ from those of typical college students? They often require financial aid, schedule flexibility, and academic support that can go far beyond the norm of traditional higher education. In this segment, we explore why graduation rates have traditionally been quite low at these colleges due to all the challenges students face. How do schools like this strike an appropriate balance of flexibility, support, and rigorous academic

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33:32

Ep. 225: Jason Barro | Trapped: The Hidden Forces...

Customer Confidential: Untold Stories of Earned Growth ·

2023/12/21

How do high-quality NPS benchmarks unlock strategic priorities and initiatives? What if your NPS data seems highly counterintuitive? For example, what if Detractors seem to be more loyal than Promoters? Host Rob Markey and Jason Barro, a partner at Bain & Company and the leader of Bain's NPS Prism benchmarking service, unpack this situation in the airline industry. It’s an illustration of how Net Promoter Score benchmark data might be misleading when not all customers have the freedom to choose,

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36:44

Ep. 224: Conny Kalcher | Stackable Strategies:...

Customer Confidential: Untold Stories of Earned Growth ·

2023/11/16

From reshaping the playful culture of a global toy company to cracking the customer-centricity code at Zurich Insurance, how did Conny Kalcher manage the leap? Conny Kalcher, now the group chief customer officer at Zurich Insurance, has a rich history of pioneering customer-centric transformations. Conny introduced a swath of fresh perspectives and approaches to the more traditional environment of Zurich Insurance. She did this not long after retiring from a rewarding career at LEGO, where she

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32:05

Ep. 223: Mark Slatin | The Trust Equation: How to...

Customer Confidential: Untold Stories of Earned Growth ·

2023/10/26

Host Rob Markey welcomes Mark Slatin, CEO of EmpoweredCX, to dissect the intricate dynamics of trust within customer experiences. Drawing insights from real-world examples, they explore the role of product and service quality in establishing trust, the impact of reliability and consistency in decision making, and the potential pitfalls of self-orientation. Delving deeper into the Trust Equation and explaining its different facets, Mark underscores the necessity of understanding the customer’s

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34:34

Ep. 222: Fred Reichheld | Measuring Customer Loyalty:...

Customer Confidential: Untold Stories of Earned Growth ·

2023/10/12

In this episode, we launch our new show name: The Customer Confidential Podcast. We chose it after seeking lots of listener and guest input and believe that the new name better reflects the show’s mission—namely, to delve into untold stories of customer and industry transformations, sharing the journeys of both well-known and unsung heroes of customer centricity. We also seek out deep conversations with the thought leaders who inspire the best practitioners. Also, in this episode, which also marks

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28:15

Ep. 221: Dr. Adrienne Boissy | Healthcare’s Empathy...

Customer Confidential: Untold Stories of Earned Growth ·

2023/09/28

How do you measure patient experience and empathy within the healthcare industry in a way that truly captures real emotion and real experiences? Dr. Adrienne Boissy, guest staff neurologist at Cleveland Clinic and chief medical officer at Qualtrics, sits down with Rob Markey to discuss the need for a more comprehensive approach to capturing the patient experience. She also shares how healthcare professionals and caregivers alike can leverage compassion and self-empathy to better manage the often

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32:37

Ep. 220: Peter Gries | Nourishing Business Diversity:...

Customer Confidential: Untold Stories of Earned Growth ·

2023/09/14

How can an organization’s passion for high-quality culinary delights forge unbreakable customer bonds? For food wholesaler METRO’s customers, buying food is a personal experience. It’s the art of witnessing, inhaling, savoring, and examining the produce, meat, and fish in the store—a sensory feast that leaves customers’ hearts full. Creating exceptional fresh-food buying experiences is METRO’s mission. In this episode, guest Peter Gries, customer and sales officer at METRO, and Rob Markey discuss

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259 results

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