Customer Confidential: Untold Stories of Earned Growth

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. We'd love to hear from you. Help us enhance your podcast experience...

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. We'd love to hear fr...

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. We'd love to hear from...

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. We'd love to hear from you. Help us enhan...

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. We'd love to hear from you. Help us enhance your podcast experience by providing feedback here in our listener survey. https://bit.ly/CCPodcastFeedback If you'd like to learn more about Kentaro, you can find him on Li...

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. We'd love to hear from you. Help us enhance your podcast experience by providing feedback here in our listener survey. https://bit.ly/CCPodcastFeedback If you'd like to learn more about Jason Barro, you can find him on LinkedIn.

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. We'd love to hear from you. Help us enhance your podcast experience by providing feedback here in our listener surv...

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. We'd love to hear from you. Help us enhance your podcast experience by providing feedback here in our listener survey. https://bit.ly/C...

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 res...

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. We'd love to hear from you. Help us enhance your podcast experience by pr...

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. We'd love to hear from you. Help us enhance your podcast experience by providi...

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. We'd love to hear from you. Help us enhance your pod...

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. We'd love to hear from you. Help us enhance your podcast experience by providing feedback here in our listener survey. https://bit.ly/CCPodcastFeedback If...

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. We'd love to hear from you. Help us enhance your podcast experience by providin...

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. We'd love to hear from you. Help us enha...

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. We'd love to hear from you. Help us enhance your podcast experience by providing feedback here in our listener survey. https://bit.ly/CCPodcastFeedback If you'd like...

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. We'd love to hear from you. Help us enhance your podcast experience by providing feedback here in our listener survey. https://bit.ly/CCPo...

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 disrupt...

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 bullyin...

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 com...

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 Purpo...

"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. We'd love to he...

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...

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...

A central theme in Fred Reichheld's new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers , 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. We'd love to hear from you. Help us enhance your podcast experience by providing feedbac...