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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

48:15

Ep. 199: Jon Picoult | Great Customer Experience...

Customer Confidential: Untold Stories of Earned Growth ·

2022/05/26

In this episode, Jon Picoult, founder and principal at Watermark Consulting, and author of From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans, and Rob Markey discuss why creating fewer problems for consumers drives more value interactions and how to deliver a cost-effective experience customers value long term. If you’d like to provide feedback on the show, please fill out our survey here. If you’d like to learn more about Jon Picoult, you can find him

en

42:03

Ep. 198: Barbara Higgins | Lighting a Path to Success...

Customer Confidential: Untold Stories of Earned Growth ·

2022/05/12

In this episode, Barbara Higgins, former chief customer officer of Duke Energy, and Rob Markey discuss what customer loyalty in the utility industry looks like as well as Barbara's strategies and techniques to cultivate lasting 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 Barbara Higgins, you can find her on LinkedIn.

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35:09

Ep. 197: Jason Guardino | Compassion in Healthcare:...

Customer Confidential: Untold Stories of Earned Growth ·

2022/04/28

In this episode, Dr. Jason Guardino of The Permanente Medical Group and Rob Markey discuss how healthcare organizations like Jason’s are helping physicians and care facilities create meaningful and valuable patient experiences that promote better care outcomes. 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 Guardino, you can find him on LinkedIn.

en

24:48

Ep. 196: Trier Bryant and Kim Scott | A Conversation...

Customer Confidential: Untold Stories of Earned Growth ·

2022/04/07

In the workplace, biased language and treatment can often slip by without consequence, leaving those discriminated against feeling powerless or unheard. But Just Work cofounders Trier Bryant and Kim Scott believe integrating bias disruptors in the workplace can help all who experience or observe bias speak up and address it in the moment. In this episode, Kim, Trier, and I discuss how bias disruptors can contribute to a just work environment and what leadership can do to root out and recognize

en

16:33

Ep. 195: Trier Bryant and Kim Scott | A Conversation...

Customer Confidential: Untold Stories of Earned Growth ·

2022/03/31

Bias. We all have it. We form quick assessments of someone’s character off of their appearance alone, for instance. But those quick assessments can undermine customer and workplace relationships. What if more people were aware when bias was creeping into their perspective? In this episode, Kim, Trier, and I discuss what a “just” work environment looks like—one in which bias, prejudice, and bullying are addressed early on. And we explore how proactive leaders who encourage all employees to speak up

en

30:34

Ep. 194: Todd Yellin | From Red Envelopes to Red...

Customer Confidential: Untold Stories of Earned Growth ·

2022/03/10

Since its somewhat humble beginnings mailing DVDs back-and-forth with customers in red envelopes, Netflix has evolved into an iconic digital insurgent known not only for its seamless entertainment experience, but also for its award-winning studio and production output. In this episode, Todd Yellin, vice president of product at Netflix, shares his perspective on Netflix’s history, a few of the company’s latest developments, and how customer analytics and feedback enables the company to keep raising

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25:31

Ep. 193: Fred Reichheld | Customer Love: Go Big, or...

Customer Confidential: Untold Stories of Earned Growth ·

2022/02/10

It seems obvious: When customers feel loved and appreciated by a company, they stay longer, buy more, and enthusiastically return. But how do you get boards and shareholders to abandon quick profits and invest in the long-term goal of customer satisfaction? In this episode of the podcast, Fred Reichheld, a Bain fellow, creator of the Net Promoter System, and author of the new book Winning on Purpose: The Unbeatable Strategy of Loving Customers, shares how leaders should be using NPS correctly to

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31:52

Ep. 192: Fred Reichheld | Customer Love: Not Always...

Customer Confidential: Untold Stories of Earned Growth ·

2022/01/27

“Love” isn’t a word you often hear in business. It seems to run counter to the calculated numbers and tedious plans crafted in many boardrooms. But in his new book Winning on Purpose: The Unbeatable Strategy of Loving Customers, Fred Reichheld, a Bain fellow and creator of the Net Promoter system of management, makes it clear: Loving your customers is the key to continued success.

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31:20

Ep. 191 Darci Darnell | Ping-Pong Tables Don’t...

Customer Confidential: Untold Stories of Earned Growth ·

2022/01/13

It’s trendy right now for leadership teams to craft lofty statements of purpose. But Darci Darnell, a Bain partner and coauthor of the new book Winning on Purpose: The Unbeatable Strategy of Loving Customers, says the organizations that succeed in inspiring their teams with the company’s sense of purpose don’t just craft these mission statements, they help employees understand their role in these missions.

en

43:24

Ep. 190: Maureen Burns | In Business, Good Guys and...

Customer Confidential: Untold Stories of Earned Growth ·

2021/12/16

Despite the pressing challenge of digital native insurgents, incumbent companies have struggled to shift to a customer-centric strategy, fearing shrinking shareholder returns and being weighed down by operational hurdles. However, Maureen Burns, a Bain Partner and coauthor of the new book Winning on Purpose: The Unbeatable Strategy of Loving Customers, says there is no tradeoff between doing well for shareholders while still delivering for customers.

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25:05

Ep. 189: Fred Reichheld | Introducing: Winning on...

Customer Confidential: Untold Stories of Earned Growth ·

2021/12/02

A central theme in Fred Reichheld's new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers, which releases December 7, is purpose. For Fred, a well-defined company purpose is the engine that drives success. But it’s not enough. To succeed, an organization’s No. 1 goal should always be to make customers’ lives better.

en

28:42

Ep. 188: Tony Wells | Culture, Mission, and Taking a...

Customer Confidential: Untold Stories of Earned Growth ·

2021/11/11

After the murder of George Floyd in May 2020, USAA took a public stance on racial justice. But Tony Wells, USAA’s chief brand officer at the time, says the organization’s conversation began privately. Given the company’s history of strong internal communication and employees’ deep sense of mission, Wells believed that they were set up for successful discussions and change.

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28:00

Ep. 187: Tony Wells | Maintaining a Resilient and...

Customer Confidential: Untold Stories of Earned Growth ·

2021/11/04

It’s tempting to attribute USAA's success to its special expertise in serving military personnel. But Tony Wells, USAA’s former chief brand officer, says it comes down to empathy for the unique challenges members face. In this episode, Tony shares how USAA lives its mission every day, how the company quickly adapted to support employees and customers in the wake of the Covid-19 pandemic, and how it continues to prepare for disruption.

en

35:25

Ep. 186: Hint Water's Kara Goldin | Plumbing a Sweet...

Customer Confidential: Untold Stories of Earned Growth ·

2021/08/26

Former tech executive Kara Goldin, author of the new book “Undaunted: Overcoming Doubts And Doubters,” shares the story behind Hint Water: How her quest to find an alternative to diet soda led to the creation of an entirely new type of beverage. Her story reveals how persistence and a singular focus on meeting core customer needs can result in outsized success.

en

30:56

Ep. 185: NatWest Group's Paul Smith | Recovering the...

Customer Confidential: Untold Stories of Earned Growth ·

2021/08/05

The Royal Bank of Scotland (RBS), now part of NatWest Group, is older than some of the world’s countries. For much of that time, the very essence of the bank was to put its customers first. But in more recent history, the storied bank had lost sight of that mission, says Paul Smith, director of customer insights and marketing at NatWest Group. In this episode of the Net Promoter System podcast, Paul talks about the journey back: From an old-line and challenged bank into a customer-focused

en

41:01

Ep. 184: Caliber Collision's Steve Grimshaw |...

Customer Confidential: Untold Stories of Earned Growth ·

2021/03/04

Few people are loyal to a body shop. Instead, people find them, literally, by accident: after a fender bender, most customers select a shop from their insurer’s direct repair program. But when Steve Grimshaw, executive chairman of Caliber Collision, first took over as CEO of the body shop company in 2009, he realized that with repair experiences often driving insurer policy renewals and most body shop business coming from insurer referrals, customer satisfaction matters a lot.

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41:32

Ep. 183: Lori Cobb | Give Customers a Voice in...

Customer Confidential: Untold Stories of Earned Growth ·

2020/09/24

Lori Cobb found her passion in a leadership role at Cummins Inc. that included responsibility for customer experience and insights: “I love solving problems, and I particularly enjoy solving customer problems,” she says. “And customers were hungry to have somebody just listen to what their needs are.” Today, she’s CEO of Mockingbird Ventures and a principal of AIM Advisory Services. In this episode, she shares some of the lessons she learned on her journey into customer centricity.

en

49:31

Ep. 182: Darrell Rigby | Agile Is Not Just a Method,...

Customer Confidential: Untold Stories of Earned Growth ·

2020/08/06

Darrell Rigby believes passionately that Agile is the future. “I do believe that this is the way that companies will be run going forward." His biggest fear, though, is that "there’s a lot of Agile that’s being done wrong. If we don’t fix that, then Agile is likely to turn into the next management fad.” Coauthor of a new book, Doing Agile Right, Darrell leads Bain & Company's Agile practice. He joined me to discuss how, when done right, Agile creates a culture obsessed with customer

en

35:02

Ep. 181: UPS Capital's Mark Robinson | How Agile...

Customer Confidential: Untold Stories of Earned Growth ·

2020/06/25

Mark Robinson, president of UPS Capital, the financial services subsidiary of UPS, joins me to discuss how the adoption of the Net Promoter System at UPS Capital was turbocharged by Agile ways of working and how Agile teams were able to radically speed up needed fixes to the customer experience that frontline employee identified in their huddles.

en

29:15

Ep. 180: Wharton's Peter Fader | The Right Actions...

Customer Confidential: Untold Stories of Earned Growth ·

2020/06/11

Some customer metrics are so good at predicting customer behavior and the value of a company’s customer base, says the Wharton School’s Peter Fader, that “any sensible investor should be demanding these kinds of metrics. And of course, any sensible executive should be obsessed over these kinds of metrics internally.” In this, the second podcast in our two-part discussion, we talk about how executives can use these same metrics to change the way they look at customer investments.

en

259 results

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