Best Robmarkey Podcasts (2023)

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The Net Promoter System Podcast – Customer Experience Insights from Loyalty Leaders

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Ep. 213: Allison Hartsoe | Why Customer-Centric Isn't Enough: Measuring Customer Equity 20:42

5h ago20:42

20:42

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 pr…

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The Net Promoter System Podcast – Customer Experience Insights from Loyalty Leaders

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Ep. 212: Stacy Sherman | Elevating the Empathy: How an Elevator Service Company Built a Customer-Centric Culture 22:49

19d ago22:49

22:49

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 c…

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The Net Promoter System Podcast – Customer Experience Insights from Loyalty Leaders

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Ep. 211: Peter Pizzi | From Insight to System to Sales Growth: Lessons from an NPS Veteran 29:50

21d ago29:50

29:50

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 funct…

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The Net Promoter System Podcast – Customer Experience Insights from Loyalty Leaders

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Ep. 210: Andreas Heckmann | How a Software Giant Is Revolutionizing Customer Experience to Adapt to the New Frontier of Cloud Computing 43:08

2M ago43:08

43:08

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 …

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The Net Promoter System Podcast – Customer Experience Insights from Loyalty Leaders

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Ep. 209: Kentaro Kawamori | From Carbon Confusion to Climate Clarity: The New World of Carbon Accounting and Reporting 38:57

2M ago38:57

38:57

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…

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The Net Promoter System Podcast – Customer Experience Insights from Loyalty Leaders

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Ep. 208: Jason Barro | NPS Prism: The Source for True, Deep NPS Insights 49:01

4M ago49:01

49:01

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.…

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The Net Promoter System Podcast – Customer Experience Insights from Loyalty Leaders

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Ep. 207: Fred Reichheld | Refocusing NPS for Earned Growth 41:43

6M ago41:43

41:43

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 …

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The Net Promoter System Podcast – Customer Experience Insights from Loyalty Leaders

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Ep. 206: Mike Salguero | A Rare Business Model, Well Done 47:06

6M ago47:06

47:06

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…

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The Net Promoter System Podcast – Customer Experience Insights from Loyalty Leaders

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Ep. 205: Zack Anderson | Bringing the Elusive Promise of Personalization to Life 47:28

7M ago47:28

47:28

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 …

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The Net Promoter System Podcast – Customer Experience Insights from Loyalty Leaders

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Ep. 204: Evan Siegel | Why Helping Banking Customers Change Their Mindsets Builds Lifelong Loyalty 45:07

7M ago45:07

45:07

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…

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The Net Promoter System Podcast – Customer Experience Insights from Loyalty Leaders

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Ep. 203: Bryan Rutberg | Loving Your Customers Means Keeping It Real 38:45

8M ago38:45

38:45

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 feed…

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The Net Promoter System Podcast – Customer Experience Insights from Loyalty Leaders

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Ep. 202: Carolyn Saunders | Customers Want to Be Heard: Can You Use Feedback to Build Relationships? 38:25

8M ago38:25

38:25

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 …

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The Net Promoter System Podcast – Customer Experience Insights from Loyalty Leaders

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Ep. 201: Nate Henderson | From Paper to Pixels: How 3-D Instructions Are Transforming Customer Experience 41:21

9M ago41:21

41:21

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 mor…

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The Net Promoter System Podcast – Customer Experience Insights from Loyalty Leaders

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Ep. 200: Ilenia Vidili | Customer-centricity Can Make the World a Better Place 36:06

10M ago36:06

36:06

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 feedba…

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The Net Promoter System Podcast – Customer Experience Insights from Loyalty Leaders

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Ep. 199: Jon Picoult | Great Customer Experience Begins with Knowing What Customers Value 48:15

10M ago48:15

48:15

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 lo…

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The Net Promoter System Podcast – Customer Experience Insights from Loyalty Leaders

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Ep. 198: Barbara Higgins | Lighting a Path to Success in Low-Engagement Industries 42:03

11M ago42:03

42:03

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 B…

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The Net Promoter System Podcast – Customer Experience Insights from Loyalty Leaders

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Ep. 197: Jason Guardino | Compassion in Healthcare: Feeling Cared For Can Be as Important as Being “Cured” 35:09

11M ago35:09

35:09

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…

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The Net Promoter System Podcast – Customer Experience Insights from Loyalty Leaders

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Ep. 196: Trier Bryant and Kim Scott | A Conversation About Bias: How Leaders Can Help Employees Become Bias Disruptors 24:48

12M ago24:48

24:48

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 e…

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The Net Promoter System Podcast – Customer Experience Insights from Loyalty Leaders

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Ep. 195: Trier Bryant and Kim Scott | A Conversation About Bias: How Leaders Can Make Employees and Customers Feel Safe and Heard 16:33

12M ago16:33

16:33

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 lo…

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The Net Promoter System Podcast – Customer Experience Insights from Loyalty Leaders

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Ep. 194: Todd Yellin | From Red Envelopes to Red Carpets: Netflix’s Todd Yellin Talks Innovation and Personalization 30:34

1y ago30:34

30:34

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 p…

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The Net Promoter System Podcast – Customer Experience Insights from Loyalty Leaders

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Ep. 193: Fred Reichheld | Customer Love: Go Big, or Go Home: Understanding the Power of “Big NPS” 25:31

1y ago25:31

25:31

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 S…

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The Net Promoter System Podcast – Customer Experience Insights from Loyalty Leaders

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Ep. 192: Fred Reichheld | Customer Love: Not Always Easy, But Always Right 31:52

1y ago31:52

31:52

“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…

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The Net Promoter System Podcast – Customer Experience Insights from Loyalty Leaders

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Ep. 191 Darci Darnell | Ping-Pong Tables Don’t Inspire Employees, Real Autonomy Does 31:20

1y ago31:20

31:20

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, t…

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The Net Promoter System Podcast – Customer Experience Insights from Loyalty Leaders

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Ep. 190: Maureen Burns | In Business, Good Guys and Gals Really Do Finish First 43:24

1+ y ago43:24

43:24

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 Custom…

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The Net Promoter System Podcast – Customer Experience Insights from Loyalty Leaders

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Ep. 189: Fred Reichheld | Introducing: Winning on Purpose 25:05

1+ y ago25:05

25:05

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.…

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51
The Net Promoter System Podcast – Customer Experience Insights from Loyalty Leaders

Rob Markey, Bain & Company partner and customer experience expert

1
Ep. 213: Allison Hartsoe | Why Customer-Centric Isn't Enough: Measuring Customer Equity 20:42

1
Ep. 212: Stacy Sherman | Elevating the Empathy: How an Elevator Service Company Built a Customer-Centric Culture 22:49

1
Ep. 211: Peter Pizzi | From Insight to System to Sales Growth: Lessons from an NPS Veteran 29:50

1
Ep. 210: Andreas Heckmann | How a Software Giant Is Revolutionizing Customer Experience to Adapt to the New Frontier of Cloud Computing 43:08

1
Ep. 209: Kentaro Kawamori | From Carbon Confusion to Climate Clarity: The New World of Carbon Accounting and Reporting 38:57

1
Ep. 208: Jason Barro | NPS Prism: The Source for True, Deep NPS Insights 49:01

1
Ep. 207: Fred Reichheld | Refocusing NPS for Earned Growth 41:43

1
Ep. 206: Mike Salguero | A Rare Business Model, Well Done 47:06

1
Ep. 205: Zack Anderson | Bringing the Elusive Promise of Personalization to Life 47:28

1
Ep. 204: Evan Siegel | Why Helping Banking Customers Change Their Mindsets Builds Lifelong Loyalty 45:07

1
Ep. 203: Bryan Rutberg | Loving Your Customers Means Keeping It Real 38:45

1
Ep. 202: Carolyn Saunders | Customers Want to Be Heard: Can You Use Feedback to Build Relationships? 38:25

1
Ep. 201: Nate Henderson | From Paper to Pixels: How 3-D Instructions Are Transforming Customer Experience 41:21

1
Ep. 200: Ilenia Vidili | Customer-centricity Can Make the World a Better Place 36:06

1
Ep. 199: Jon Picoult | Great Customer Experience Begins with Knowing What Customers Value 48:15

1
Ep. 198: Barbara Higgins | Lighting a Path to Success in Low-Engagement Industries 42:03

1
Ep. 197: Jason Guardino | Compassion in Healthcare: Feeling Cared For Can Be as Important as Being “Cured” 35:09

1
Ep. 196: Trier Bryant and Kim Scott | A Conversation About Bias: How Leaders Can Help Employees Become Bias Disruptors 24:48

1
Ep. 195: Trier Bryant and Kim Scott | A Conversation About Bias: How Leaders Can Make Employees and Customers Feel Safe and Heard 16:33

1
Ep. 194: Todd Yellin | From Red Envelopes to Red Carpets: Netflix’s Todd Yellin Talks Innovation and Personalization 30:34

1
Ep. 193: Fred Reichheld | Customer Love: Go Big, or Go Home: Understanding the Power of “Big NPS” 25:31

1
Ep. 192: Fred Reichheld | Customer Love: Not Always Easy, But Always Right 31:52

1
Ep. 191 Darci Darnell | Ping-Pong Tables Don’t Inspire Employees, Real Autonomy Does 31:20

1
Ep. 190: Maureen Burns | In Business, Good Guys and Gals Really Do Finish First 43:24

1
Ep. 189: Fred Reichheld | Introducing: Winning on Purpose 25:05

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