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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

34:44

Ep. 219: David Kenny | The Transformation of Media...

Customer Confidential: Untold Stories of Earned Growth ·

2023/08/31

With an array of streaming platforms and the same amount of time in the day, getting an accurate read on where your customers spend their screen time has never been more important. And this shift in customer behavior has been particularly challenging for companies that rely on traditional ways to collect data on their customers. In this episode, guest David Kenny, chairman and CEO of Nielsen, and Rob Markey discuss the impact streaming has had on Nielsen’s business, how the company is evolving

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25:40

Ep. 218: Joe Wheeler | Agile, Digital, and Human:...

Customer Confidential: Untold Stories of Earned Growth ·

2023/08/10

In a digital-first environment, successful brands stay ahead of the curve by prioritizing agility and experimentation. Instead of merely solving problems, they drive innovative solutions to eliminate—not just mitigate—customer pain points to achieve a seamless and exceptional customer experience. In this episode, guest Joe Wheeler, CEO of CX/Digital, and Rob Markey discuss how successful brands bridge the gap between human and digital experiences and the significance of agility and experimentation

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24:40

Ep. 217: Andy Cockburn | No Strings Attached: Genuine...

Customer Confidential: Untold Stories of Earned Growth ·

2023/07/20

What makes people recommend your brand and services to others? Winning referrals are more than just a marketing channel; they’re a way to turn prospects into lifelong customers through word-of-mouth advocacy based on authenticity and trust. In this episode, guest Andy Cockburn, CEO and cofounder of Mention Me, and Rob Markey discuss the effectiveness of trust-based referrals, how to integrate advocacy into company culture to unlock the transformative potential of referrals, and how data-driven

en

27:11

Ep. 216: Ben Reason | Humanizing Experiences: The...

Customer Confidential: Untold Stories of Earned Growth ·

2023/06/29

In this episode, Ben Reason, CEO and founder of Livework, and Rob Markey discuss how, by taking consumers’ needs and emotions into account, design can create products and services that are both functional and emotionally appealing, making consumer experiences more enjoyable. If you’d like to provide feedback on the show, please fill out our survey here. If you’d like to learn more about Ben, you can find him on LinkedIn.

en

28:44

Ep. 215: Michael Mauboussin | Adjusting Your Aim:...

Customer Confidential: Untold Stories of Earned Growth ·

2023/06/08

How can companies get revenue forecasting and value creation right? By slowing down. Michael Mauboussin, head of Consilient Research at Counterpoint Global, Morgan Stanley Investment Management, and Rob Markey discuss the metrics and methods businesses can use to grow their long-term value. Make sure to listen to part two. · Get your copy of Michael’s book, Expectations Investing, here. · Read Michael’s Harvard Business Review article “The True Measures of Success”

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19:02

Ep. 214: Michael Mauboussin | Beating Expectations:...

Customer Confidential: Untold Stories of Earned Growth ·

2023/05/25

Investing in customer happiness can be the surest way to high Net Promoter Scores. But how do you accomplish that while maintaining a healthy business? Michael Mauboussin, head of Consilient Research at Counterpoint Global, Morgan Stanley Investment Management, and Rob Markey discuss how expectations investing impacts valuations and business growth. The two also share insights on how companies can build a long-term investment strategy that can withstand changes in the market while attracting and

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20:42

Ep. 213: Allison Hartsoe | Why Customer-Centric Isn't...

Customer Confidential: Untold Stories of Earned Growth ·

2023/03/30

In this episode, guest Allison Hartsoe, managing director of customer and growth at EY and author of The Age of Customer Equity, and Rob Markey discuss calculating customer lifetime value, why understanding customer behavior generates more accurate revenue forecasts, and how to develop a high-quality approach to customer equity. If you’d like to provide feedback on the show, please fill out our survey here. If you’d like to learn more about Allison, you can find her on LinkedIn.

en

22:49

Ep. 212: Stacy Sherman | Elevating the Empathy: How...

Customer Confidential: Untold Stories of Earned Growth ·

2023/03/02

In this episode, guest Stacy Sherman, founder of Doing CX Right, and Rob Markey discuss the importance of understanding the customer's perspective when you're trying to transform the customer experience, managing high-stakes CX for an elevator and escalator business, and why companies should consider journey mapping as a strategic tool to address consumer pain points head-on. If you’d like to provide feedback on the show, please fill out our survey here. If you’d like to learn more about

en

29:50

Ep. 211: Peter Pizzi | From Insight to System to...

Customer Confidential: Untold Stories of Earned Growth ·

2023/02/16

In this episode, guest Peter Pizzi, director of customer experience and insights at Analog Devices, and Rob Markey discuss how to focus an organization on customer feedback–based actions, the role of customer experience in tackling sales challenges, and how to make sure the improvements customers are asking for make their way onto product and functional leaders’ agendas. If you’d like to provide feedback on the show, please fill out our survey here. If you’d like to learn more about Peter, you

en

43:08

Ep. 210: Andreas Heckmann | How a Software Giant Is...

Customer Confidential: Untold Stories of Earned Growth ·

2023/02/02

In this episode, guest Andreas Heckmann, executive vice president of product engineering and head of customer solution support and innovation at SAP, and Rob Markey discuss the past, present, and future of cloud innovation as it relates to machine learning, artificial intelligence, organizational and customer challenges and opportunities, and cost savings. If you’d like to provide feedback on the show, please fill out our survey here. If you’d like to learn more about Andreas, you can find him

en

38:57

Ep. 209: Kentaro Kawamori | From Carbon Confusion to...

Customer Confidential: Untold Stories of Earned Growth ·

2023/01/12

In this episode, guest Kentaro Kawamori, CEO and cofounder of Persefoni Inc., and Rob Markey discuss the interconnection between Net Promoter Score and organizational sustainability. If you’d like to provide feedback on the show, please fill out our survey here. If you’d like to learn more about Kentaro, you can find him on Linkedin. Bain & Company is an investor in Persefoni. Together, we’ve created a unique partnership combining breakthrough carbon footprint analytics with decarbonization

en

49:01

Ep. 208: Jason Barro | NPS Prism: The Source for...

Customer Confidential: Untold Stories of Earned Growth ·

2022/11/10

In this episode, Jason Barro, Bain & Company partner, and Rob Markey discuss NPS Prism and how it’s used across various industries to drive consumer sentiment. If you’d like to provide feedback on the show, please fill out our survey here. If you’d like to learn more about Jason Barro, you can find him on LinkedIn.

en

41:43

Ep. 207: Fred Reichheld | Refocusing NPS for Earned...

Customer Confidential: Untold Stories of Earned Growth ·

2022/10/13

In this episode, Bain Fellow Fred Reichheld and Rob Markey discuss how Earned Growth and operational indicators can provide both inspiration and learning to an organization. We also explore companies’ most common Net Promoter Score mistakes, and we participate in a live audience Q&A. Please share your feedback on the podcast here. If you’d like to learn more about Fred Reichheld, you can find him on LinkedIn. This episode was sponsored by NPSx℠, a new venture from Bain & Company that provides

en

47:06

Ep. 206: Mike Salguero | A Rare Business Model, Well...

Customer Confidential: Untold Stories of Earned Growth ·

2022/09/29

In this episode, Mike Salguero, founder and CEO of ButcherBox, and Rob Markey discuss how a purpose-driven, direct-to-consumer meat subscription service aims to improve people’s health, mitigate environmental damage, and make farming more sustainable and ethical. If you’d like to provide feedback on the show, please fill out our survey here. If you’d like to learn more about Mike Salguero, you can find him on LinkedIn.

en

47:28

Ep. 205: Zack Anderson | Bringing the Elusive Promise...

Customer Confidential: Untold Stories of Earned Growth ·

2022/09/01

In this episode, Zack Anderson, chief data and analytics officer at National Westminster Bank (NatWest), and Rob Markey discuss how garnering a deeper understanding of customers’ perspectives improves a company’s data analytics and why a more streamlined approach to extracting customer information improves client satisfaction. Zack also highlights his top strategies to ensure consumers remain responsive and satisfied with a company’s offerings, approaches, and targeted communications. If you’d like

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45:07

Ep. 204: Evan Siegel | Why Helping Banking Customers...

Customer Confidential: Untold Stories of Earned Growth ·

2022/08/18

In this episode, Evan Siegel, vice president of financial services and business development at eGain, and Rob Markey discuss why customer-focused bankers need to learn how to listen to consumers’ true financial needs and wants, and why empowering consumers to take charge of their financial health wins their long-term trust. If you’d like to provide feedback on the show, please fill out our survey here. If you’d like to learn more about Evan Siegel, you can find him on LinkedIn.

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38:45

Ep. 203: Bryan Rutberg | Loving Your Customers Means...

Customer Confidential: Untold Stories of Earned Growth ·

2022/07/28

In this episode, Bryan Rutberg, founder and principal of 3C Communications, shares how and when to advocate on behalf of the customers you serve, and Rob Markey discusses how enhancing relationships with customers and prioritizing frontline employees' learning opportunities builds rapport vs. merely building up scores. If you’d like to provide feedback on the show, please fill out our survey here. If you’d like to learn more about Bryan Rutberg, you can find him on LinkedIn. Download Bryan’s free

en

38:25

Ep. 202: Carolyn Saunders | Customers Want to Be...

Customer Confidential: Untold Stories of Earned Growth ·

2022/07/14

In this episode, Carolyn Saunders, former senior vice president, Consumer & Small Business (Retail), International Banking, for Scotiabank and current Bain external advisor, and Rob Markey discuss how enhancing relationships with customers and prioritizing frontline employees’ learning opportunities builds rapport vs. merely building up scores. If you’d like to provide feedback on the show, please fill out our survey here. If you’d like to learn more about Carolyn Saunders, you can find her on

en

41:21

Ep. 201: Nate Henderson | From Paper to Pixels: How...

Customer Confidential: Untold Stories of Earned Growth ·

2022/06/30

In this episode, Nate Henderson, BILT’s founder and CEO, and Rob Markey discuss how to make a great customer experience an empowering experience, how to raise Net Promoter Score℠, and how BILT leverages analytics to improve customer sentiment. If you’d like to provide feedback on the show, please fill out our survey here. If you’d like to learn more about Nate Henderson, you can find him on LinkedIn.

en

36:06

Ep. 200: Ilenia Vidili | Customer-centricity Can Make...

Customer Confidential: Untold Stories of Earned Growth ·

2022/06/16

In this episode, Ilenia Vidili, a customer-centricity adviser and author of Journey to Centricity, and Rob Markey discuss why connecting to customers means understanding what they value. When companies use their voice to stand up for something they truly believe in or to advance and improve society, customers notice. If you’d like to provide feedback on the show, please fill out our survey here. If you’d like to learn more about Ilenia Vidili, you can find her on LinkedIn. Order Ilenia's book

en

259 results

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