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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

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

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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.

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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.

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31:33

Ep. 179: Wharton's Peter Fader: The Nature and Value...

Customer Confidential: Untold Stories of Earned Growth ·

2020/05/28

As a professor of marketing at Wharton, Peter Fader has focused most of his career on analyzing data to predict how customers will behave. He is also cofounder of Theta Equity Partners, which offers customer-based corporate valuation—a way of valuing firms based on the quality of their customer base. His most recent work, in the January/February 2020 issue of Harvard Business Review and cowritten with recent podcast guest Dan McCarthy, is called “How to Value a Company by Analyzing Its

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22:18

Ep. 178: Luiza Mattos | Covid-19: The View from Brazil

Customer Confidential: Untold Stories of Earned Growth ·

2020/05/14

To provide perspective on the impact of Covid-19 in South America, Rob talks with Luiza Mattos, a Bain & Company partner based in São Paulo, Brazil. Luiza is one of Bain's customer experience, Net Promoter System and Results Delivery leaders, and she recently researched how consumers in South America have been spending their time since the start of the pandemic. She also discusses the strategies companies in the region are using to make sure their customers and employees feel connected and

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44:42

Ep. 177: General Stanley McChrystal | Leadership in a...

Customer Confidential: Untold Stories of Earned Growth ·

2020/04/23

Stanley McChrystal, CEO of McChrystal Group, knows how to lead a dispersed team in a crisis. A retired four-star general, he commanded US and International Security Assistance Forces in Afghanistan and was the former commander of the nation's premier military counterterrorism force, the Joint Special Operations Command. He joined the podcast during the Covid-19 crisis to talk about three ways to lead through a crisis: trust, empowered execution and inspiring leadership—all underpinned by

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20:03

Ep. 176: Maureen Burns | What Do You Want to Stand...

Customer Confidential: Untold Stories of Earned Growth ·

2020/04/16

Whether we’ve been deeply, personally affected by this pandemic or are simply trying to get ourselves and our loved ones through it, we’re all sharing a version of the same experience. For customer experience professionals, that’s been a new challenge. My colleague Maureen Burns and I have seen some companies fumble it badly. But many others have tuned into the experience with empathy. They’re creating experiences and offering innovative solutions that are building a deep reservoir of trust and

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29:54

Ep. 175: Roger Martin | Want to Increase Shareholder...

Customer Confidential: Untold Stories of Earned Growth ·

2020/03/26

A decade ago, when Roger Martin was dean of the Rotman School of Management at the University of Toronto, he called for a shift away from the business world’s focus on maximizing shareholder value to a new era in which value for customers and the value of customers would take primacy. He called it “The Age of Customer Capitalism.” His work had a profound impact on my thinking. Very few leaders have been able to act on his vision, but now, a decade later, the era of customer capitalism that he

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26:15

Ep. 174: Theta Equity’s Dan McCarthy | Investors Need...

Customer Confidential: Untold Stories of Earned Growth ·

2020/03/12

In the second part of our conversation about customer-based corporate valuation, Dan McCarthy of Emory University’s Goizueta Business School and cofounder of Theta Equity Partners explains how investor—and executive—behavior would change if companies had to disclose metrics that revealed the true strength of their customer base, rather than the many accounting disclosures today that actually can mask damage done to customers and customer relationships in pursuit of short-term profits.

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42:40

Ep. 173: Theta Equity’s Dan McCarthy | Now There’s a...

Customer Confidential: Untold Stories of Earned Growth ·

2020/02/27

Dan McCarthy spends his time figuring out what loyalty is worth to shareholders, and how to measure it. As cofounder of Theta Equity Partners and assistant professor of marketing at Emory University’s Goizueta Business School, he and his colleague, Wharton professor Peter Fader, have developed a technique called customer-based corporate valuation that helps shareholders value a company by analyzing how its customers behave. Their approach signals a shift from a “growth at all costs” mindset toward

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36:00

Ep. 172: UniCredit's Francesco Vercesi | With Agile,...

Customer Confidential: Untold Stories of Earned Growth ·

2020/02/13

How does a banking group operating in multiple countries accelerate improvements in customer experience, particularly digital improvements, while still meeting the unique needs of individual countries? This was the challenge facing UniCredit, and the topic of my podcast with Francesco Vercesi, UniCredit's head of Agile, practice sharing and customer service. The answer, as his title implies, was to create a centralized Agile process, but with product owners in each country empowered to set their

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37:06

Ep. 171: Gillian Tett of the Financial Times | Stop...

Customer Confidential: Untold Stories of Earned Growth ·

2020/01/23

Silos are deeply rooted in human nature. We should stop complaining about them and instead ask: How can we harness the tribal behavior that generates silos to create value for customers? To learn more, I turned to Gillian Tett of the Financial Times. Her book, The Silo Effect: The Peril of Expertise and the Promise of Breaking Down Barriers, explores the role of silos in the financial crisis and in our everyday lives. “Silos exist for the very simple reason that we’re human,” she says.

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39:10

Ep. 170: Airbnb’s Raj Sivasubramanian | Will...

Customer Confidential: Untold Stories of Earned Growth ·

2020/01/09

In this podcast, Raj Sivasubramanian, customer experience insights manager at Airbnb, explains how Airbnb is experimenting with a system that makes it easy for customers to provide video feedback. I admit, I was skeptical. But Raj explains why that often provides longer, more detailed and often richly emotional feedback. More important, he says, when transmitted directly to frontline employees and leaders, that emotion often generates the sort of empathy that inspires and motivates thoughtful

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50:55

Ep. 169: Kim Scott | Radical Candor: Don't Be a Jerk

Customer Confidential: Untold Stories of Earned Growth ·

2019/12/19

Kim Scott's book, Radical Candor, focuses on the role that feedback plays in helping other people succeed and the idea that delivering tough messages to colleagues is important when done right. But, Kim discovered, "an awful lot of people are using Radical Candor as an excuse to act like a garden variety jerk.” In this episode, we talk about the revised edition of her book, which addresses some misconceptions about her ideas. We also listen to one of the funniest examples of radical candor gone

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41:36

Ep. 168: American Express's Luis Angel-Lalanne |...

Customer Confidential: Untold Stories of Earned Growth ·

2019/11/21

Luis Angel-Lalanne, vice president of customer listening for American Express, explains how his team goes beyond the mechanics of simply providing Net Promoter scores and the drivers behind them. At American Express, that can mean combining Net Promoter data with other operational data and performing an analysis to uncover previously unrealized links that affect customer experience .

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46:52

Ep. 167: Sandy Rogers | Figuring Out How to Measure...

Customer Confidential: Untold Stories of Earned Growth ·

2019/10/31

Sandy Rogers's efforts to measure customer experience at Enterprise Rent-A-Car were part of the inspiration for the design of the Net Promoter system. Today, Sandy is the global practice leader for loyalty at Franklin Covey and coauthor of Leading Loyalty, but in this podcast, he also describes how he managed to convince the leaders of Enterprise, a large, successful company, to take chances that would wind up changing their fundamental approach to customer service. It started with figuring out how

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12:17

Ep. 166: Horst Schulze | Do You Want To Lead or Just...

Customer Confidential: Untold Stories of Earned Growth ·

2019/10/10

One of the most important, and difficult, roles of any leadership team is to instill in the workforce a culture and sense of purpose. Back in 2014, I did a podcast interview that put this challenge in simple, stark terms that have stayed fresh in my memory. That’s largely thanks to my guest at the time, the inimitable Horst Schulze, co-founder of the Ritz-Carlton hotel group and founder of the Capella Hotel groups. He’s an exceptionally plain-talking common-sense leader who just doesn’t take excuses

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01:03:22

Ep. 165: Horst Schulze | Behind the Luxury, a Human...

Customer Confidential: Untold Stories of Earned Growth ·

2019/09/26

Horst Schulze is famous for being the visionary co-founder of the Ritz-Carlton and Capella hotel groups. They are two brands that set the bar for luxury service, and yet, Horst will tell you, his vision of luxury depends on employees how share that vision and feel a true sense of purpose to deliver it every day.

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01:03:22

Ep. 164: Beth Comstock | First, Listen to the...

Customer Confidential: Untold Stories of Earned Growth ·

2019/09/12

Former GE executive Beth Comstock has a long and successful track record of finding stories within a company and using them to create strategies, build entrepreneurial teams and take imaginative risks. The author of the recent book Imagine It Forward: Courage, Creativity, and the Power of Change, Beth spent nearly three decades at GE. As vice chair of business innovation and, before that, chief marketing officer, she led efforts to accelerate new growth, develop digital and clean-energy initiatives,

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01:04:41

Ep. 163: Manulife Asia's Francesco Lagutaine |...

Customer Confidential: Untold Stories of Earned Growth ·

2019/08/15

For Francesco Lagutaine, Manulife Asia's chief marketing and experience design officer, Asia is a market of contradictions. On the one hand, insurance products are relatively new to the region, so simply delivering well and reliably on business basics will still wow customers. On the other hand, customers have enormously high expectations for fast and simple digital services, because they compare them with platforms such as WeChat in China or Go-Jek in Indonesia. In this episode, he talks about how

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