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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

36:17

Ep. 63: How text messages helped a phone retailer...

Customer Confidential: Untold Stories of Earned Growth ·

2015/12/10

Mobile phone stores increasingly depend on loyalty economics to drive their businesses. As a result, every customer interaction in one of these stores is vital. It’s a chance to wow a customer with a great experience, or to frustrate them with long waiting times, pushy salespeople or poorly trained technicians. Yet store owners generally struggle to get enough customer feedback to know how their customers’ purchasing experience feels to them, or what needs to be improved. Jimmy Salamanca, who runs

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56:59

Ep. 62: Lessons from great founder-led firms

Customer Confidential: Untold Stories of Earned Growth ·

2015/12/03

Why are so many of the global loyalty leaders run by their founders or their founders’ family members? What do they do that increases their ability to achieve and sustain customer loyalty? James Allen, head of Bain's Strategy practice, has studied successful founder-led companies in great detail. On the podcast, he discusses how companies can preserve what he calls the Founder’s Mentality while they grow into some of the largest firms in the world.Learn more about this episode

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38:59

Ep. 61: How Qualtrics stumbled on the Net Promoter...

Customer Confidential: Untold Stories of Earned Growth ·

2015/11/24

A few years ago, Qualtrics CEO Ryan Smith realized that there were 130,000 different versions of Net Promoter surveys in the survey company's system. The Net Promoter Score had become wildly popular among its customers, yet there was little consistency in its application. Ryan saw an opportunity to make it easier for Qualtrics customers to measure their Net Promoter Score. On the podcast, Ryan talks about Qualtrics' history, its Net Promoter tools and how it uses the Net Promoter System to keep the

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38:08

Ep. 60: At DonorsChoose, supplying transparency and...

Customer Confidential: Untold Stories of Earned Growth ·

2015/11/19

DonorsChoose founder Charles Best and CMO Katie Bisbee discuss how their nonprofit gives schoolchildren the supplies they need and donors the transparency they want. Learn more about this episode

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04:50

Ep. 59: Shorts - Your best employees work for love,...

Customer Confidential: Untold Stories of Earned Growth ·

2015/11/12

In this Net Promoter System Podcast short, Rob Markey explains why it's important to create conditions that will help employees succeed before connecting Net Promoter Scores to compensation. Learn more: Your best employees work for love, not money Converting loyalty into economic advantage

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29:22

Ep. 58: At Safelite, training leaders to hit the gas...

Customer Confidential: Untold Stories of Earned Growth ·

2015/11/05

In a previous episode of the Net Promoter System Podcast, we heard how Safelite applied the Net Promoter System and became a "people-powered" and "customer-driven" organization. It started with helping frontline workers change the game so they could build customer loyalty. In our latest discussion, CEO Tom Feeney and senior executives Natalie Crede and Renee Cacchillo explain why it's equally important to reset the priorities of leaders and their views of their own roles. Learn more: Leading a Net

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40:25

Ep. 57: Restaurants discover the special sauce of Net...

Customer Confidential: Untold Stories of Earned Growth ·

2015/10/29

Innovative restaurant companies such as Patxi's Pizza and Tomatina are putting a range of technologies to work to collect Net Promoter feedback from customers. One tool in particular, Thanx, offers restaurants a prepackaged rewards system and an easy way to gauge diner sentiment through a mobile app. Learn more: The economics of loyalty Closing the loop The infrastructure behind a Net Promoter System Learn more about this episode

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04:09

Ep. 56: Shorts - The benefits of a competitive...

Customer Confidential: Untold Stories of Earned Growth ·

2015/10/15

Leading practitioners of the Net Promoter System seek feedback not only from their own customers but also from their competitors' customers. 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 company. Learn more: The benefits of a competitive benchmark Net Promoter Score The Net Promoter System's

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35:42

Ep. 55: Rebuilding the LEGO Group by rediscovering...

Customer Confidential: Untold Stories of Earned Growth ·

2015/10/08

The LEGO Group nearly went bankrupt a decade ago. It's hard to imagine. The company's return to profitability came from refocusing on its core: the bricks and the people who love to build with them. Conny Kalcher, vice president of marketing and consumer experiences at the LEGO Group, discusses how the company introduced the Net Promoter System and started collecting regular feedback to learn what Lego customers want. Conny says that Net Promoter gave the company a shared language that it could use

en

49:51

Ep. 54: Power to the customer at E.ON

Customer Confidential: Untold Stories of Earned Growth ·

2015/10/01

E.ON's Olivier Mourrieras, Rene Matthies and Guntram Wurzberg discuss how market shifts prompted the energy provider to change its approach to service (3:45), its use of internal NPS (17:00) and loyalty economics (34:20).

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31:17

Ep. 53: Former Telstra CEO David Thodey's Net...

Customer Confidential: Untold Stories of Earned Growth ·

2015/09/24

In part two of our conversation with former Telstra CEO David Thodey, he discusses the benefits of regular team huddles (1:48), his approach to evaluating potential investments (10:40) and what he would do differently if he could (16:31).

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29:47

Ep. 52: Former Telstra CEO David Thodey's Net...

Customer Confidential: Untold Stories of Earned Growth ·

2015/09/17

In the first of a two-part interview, former Telstra CEO David Thodey discusses his decision to put customers first at the Australian telco (2:50), the difference between satisfaction and advocacy (10:50), and his approach to balancing investor expectations (25:50).

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47:44

Ep. 51: Five keys to successful innovation

Customer Confidential: Untold Stories of Earned Growth ·

2015/09/10

Darrell Rigby, head of Bain's Global Innovation practice, discusses what it takes to turn a great idea into an innovation (2:30), the "BothBrain" innovation concept (4:25) and the dangers of multitasking (35:00).

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28:26

Ep. 50: Looking back on 50 episodes

Customer Confidential: Untold Stories of Earned Growth ·

2015/08/20

In honor of the podcast's 50th episode, Rob Markey highlights some of his favorite stories and lessons from podcast guests, including former Disney executive Lee Cockerell (2:05), hotelier Horst Schulze (9:53) and JetBlue's Bonny Simi (19:49).

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48:32

Ep. 49: Creating a market of trust and delight at eBay

Customer Confidential: Untold Stories of Earned Growth ·

2015/08/13

Joshua Rossman, who leads loyalty efforts at eBay, discusses the early challenges the company faced as it adopted the Net Promoter System (2:30), the importance of building trust (13:20) and what it takes to become customer-centric (38:45).

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39:01

Ep. 48: At OpenTable, making dining more satisfying

Customer Confidential: Untold Stories of Earned Growth ·

2015/08/06

Leela Srinivasan of restaurant reservation service OpenTable discusses the challenges of running a restaurant (8:10), shares key lessons from Net Promoter feedback (12:20) and talks about the company's mobile payment app (23:21).

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41:17

Ep. 47: The short meeting that leads to big results

Customer Confidential: Untold Stories of Earned Growth ·

2015/07/23

Bain's Fred Reichheld returns to the podcast to share his early experiences with team huddles (1:50), the ways that companies use them to connect employees to the larger business mission (7:45), and tips to make them more effective (31:55).

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37:52

Ep. 46: The wisdom of Jeanne Bliss

Customer Confidential: Untold Stories of Earned Growth ·

2015/07/09

Jeanne Bliss, who pioneered the role of chief customer officer, discusses the dangers of reactionary behavior (3:00), the traits of an effective chief customer officer (15:30) and the companies she admires (23:50).

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29:06

Ep. 45: Taking the turbulence out of travel at JetBlue

Customer Confidential: Untold Stories of Earned Growth ·

2015/07/02

Bonny Simi, vice president of talent at JetBlue, shares the airline's approach to inspiring employees (8:00), encouraging teamwork (10:45) and creating a culture that puts customers first (23:05).

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46:54

Ep. 44: Nailing Net Promoter at Habitat for Humanity

Customer Confidential: Untold Stories of Earned Growth ·

2015/06/25

Ann Goggins Gregory and Mark Andrews of Habitat for Humanity discuss their efforts to pilot the Net Promoter System with volunteers (9:27), the surprising clarity that open-ended questions can provide (16:00) and the complexities that come with running a major nonprofit (30:00).

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