How To Ride A Roller Coaster is a show about business, brands, and entrepreneurship. Each week, we’ll interview a different founder or entrepreneur and find out how they got where they are today, and how you can take that knowledge and apply it to your own business.
…
continue reading
![Artwork](/static/images/128pixel.png)
1
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 C ...
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Ep. 237: Murli Buluswar | From Analytics to Outcomes: Creating Data-Driven Insights at Citi
49:29
49:29
Play later
Play later
Lists
Like
Liked
49:29
How does democratizing intelligence enhance productivity and drive smarter decision-making? Murli Buluswar, Citigroup’s Head of Analytics for the US Personal Bank, joins host Rob Markey to explore Citi’s strategies for democratizing intelligence. Murli emphasizes building a conversational intelligence platform that enables proactive and reactive in…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Episode #62: Benjamin Vann, Founder of Impact Ventures
35:20
35:20
Play later
Play later
Lists
Like
Liked
35:20
In this episode, I sit down with Benjamin Vann, the visionary founder of Impact Ventures. We dive into the challenges and opportunities of growing businesses in the wake of COVID-19, exploring how the pandemic has reshaped entrepreneurial landscapes. Benjamin shares his insights on why many founders rush into seeking funding and offers practical ad…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Ep. 236: David Tudehope & Joseph Michelli | “Zig When They Zag”: Macquarie's Customer-Centric Revolution
37:17
37:17
Play later
Play later
Lists
Like
Liked
37:17
Episode 236: When telecom rivals offered lower rates and bigger networks, Macquarie bet big on customer loyalty—and won. David Tudehope, Macquarie Technology Group’s CEO, joins Rob Markey to discuss Macquarie’s competitive differentiator: a bold, customer-centric approach. David co-founded Macquarie to prioritize exceptional customer experience ove…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Ep. 235: Jon Freier | From Near Death to NPS Disrupter: T-Mobile’s Journey to Customer Leadership
35:34
35:34
Play later
Play later
Lists
Like
Liked
35:34
Episode 235: In 2012, T-Mobile lost nearly two million customers. Its revenue fell precipitously. Its situation seemed hopeless. Then came a new CEO with an audacious plan and a penchant for F-bombs. Jon Freier, president of T-Mobile’s US Consumer Group, joins host Rob Markey to share his firsthand account of the remarkable corporate turnaround. Jo…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Episode #61: Blake Mischley, CEO and Co-founder of MeetYourClass
25:03
25:03
Play later
Play later
Lists
Like
Liked
25:03
Welcome to the latest episode of How To Ride A Roller Coaster! In this episode, David sits down with Blake Mischley, the CEO and co-founder of MeetYourClass. In a world where classmates are scattered across various social media platforms, MeetYourClass aims to simplify the process of connecting with your entire class through one profile. David and …
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Ep. 234: Naiara De León & Madison Dyal Anderson | All Customers Just Want to Belong: What Defines an Inclusive Retail Experience?
32:17
32:17
Play later
Play later
Lists
Like
Liked
32:17
Why do some retailers excel at creating a welcoming environment for a diverse customer base while others fall short? Bain & Company's Naiara De León and Madison Dyal Anderson discuss their research on how companies that excel in customer advocacy and inclusion consistently outperform their peers by a staggering 10 percentage points annually. Beyond…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Ep. 233: Eckhart Boehme | Uncovering Hidden Customer Needs: The Power of Jobs to Be Done
33:48
33:48
Play later
Play later
Lists
Like
Liked
33:48
What if the key to creating truly innovative products and solutions lies at least as much in uncovering the deep emotional and attitudinal needs of your customers as in mastering technology? Eckhart Boehme, founder and managing director of Unipro Solutions, shares his approach to putting Clayton Christensen’s Jobs to Be Done framework into practica…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Ep. 232: Matt Harris | When AI Shifts the Balance of Power to Consumers: Preparing for a New Business Reality
29:37
29:37
Play later
Play later
Lists
Like
Liked
29:37
Matt Harris, Partner at Bain Capital Ventures, argues that generative AI will soon empower customers in unexpected ways. Consumers, he predicts, will soon use AI tools to continuously discover lower loan rates, higher-yield savings accounts, or more attractive insurance policies. As a result, Matt anticipates a shift in customer-company power dynam…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Ep. 231: Fred Reichheld | Unleashing Earned Growth: The Referral Spectrum
35:40
35:40
Play later
Play later
Lists
Like
Liked
35:40
Discover the engine of Earned Growth as Rob Markey and Fred Reichheld, Bain Fellow and "Winning On Purpose” author, hold a working session on how references and referrals significantly contribute to organic growth. Rob and Fred unearth the pivotal role that references and referrals play in propelling Earned Growth. They answer key questions such as…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Ep. 230: Tim Pernetti | A New Playbook: Reinventing the IMG Academy Experience
38:11
38:11
Play later
Play later
Lists
Like
Liked
38:11
Why would a world-class sports academy invest in a student center, rather than more coaches, fancy equipment, or dorms? IMG Academy, a Florida boarding school, turns out some of the most successful college and professional athletes around. Its president, Tim Pernetti, led a massive cultural shift toward customer loyalty. Tim says IMG Academy used t…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Episode #60: Jamie Dendy, Founder of Jamie Dendy Consulting
38:34
38:34
Play later
Play later
Lists
Like
Liked
38:34
Join David Ezell as he sits down with Jamie Dendy, founder of Jamie Dendy Consulting. Jamie specializes in working with entrepreneurs, helping them scale their businesses, optimize their accounting practices, and develop strategic plans for long-term success. In this episode, Jamie discusses some of the most common challenges entrepreneurs face and…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Ep. 229: Stan Swinton | Redefining Customer Centricity: What is the NPSx Framework?
24:23
24:23
Play later
Play later
Lists
Like
Liked
24:23
How can businesses transcend traditional customer service boundaries to establish new customer experience benchmarks? Stan Swinton, Founder and General Manager of NPSx, Bain & Company, discusses how a comprehensive approach to customer experience extends beyond gathering feedback or managing customer journeys. Stan details Bain’s NPSx framework—com…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Episode #59: Cary Prejean, Founder of Strategic Business Advisors
24:49
24:49
Play later
Play later
Lists
Like
Liked
24:49
In this episode, David sits down with Cary Prejean, Founder of Strategic Business Advisors. Cary shares valuable insights on streamlining financial practices and setting businesses up for success. Whether you're a startup or an established business, this episode offers practical tips and strategies to enhance your financial management skills and dr…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Ep. 228: Tony Ezell | Sustaining Success: How Customer Loyalty Drives Organizational Stability
28:03
28:03
Play later
Play later
Lists
Like
Liked
28:03
How does a global medical technology company maintain customer focus while managing operational challenges during a pandemic? In this episode, Tony Ezell, executive vice president of North America and chief marketing officer for Becton, Dickinson and Company (BD), explores how integrating customer feedback into your business strategy can maintain—a…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Ep. 227: Richard Watts | “Would You Do That to Your Mum?” The Simple and Powerful CX Litmus Test
34:39
34:39
Play later
Play later
Lists
Like
Liked
34:39
How does an insurance industry leader integrate a simple yet profound question—Would you do that to your mom?—to transform customer service and decision making? In this episode, Richard Watts, board member at Farmers Insurance and former sales and service president at Progressive, discusses how asking this question improves business operations. He …
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Episode #58: Andy Neary, Founder of Complete Game Consulting
38:48
38:48
Play later
Play later
Lists
Like
Liked
38:48
In this episode of "How To Ride A Roller Coaster," David is joined by Andy Neary, founder of Complete Game Consulting. Andy, a former Professional Baseball Player and a two-time Iron Man finisher, is on a mission to help business and insurance professionals succeed in their careers and lives. Drawing from his experiences in professional sports and …
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Episode #57: Kat Weaver, Founder of Power To Pitch
29:47
29:47
Play later
Play later
Lists
Like
Liked
29:47
Join David Ezell as he sits down with Kat Weaver, founder of Power To Pitch, a company dedicated to helping entrepreneurs craft winning investor pitches. In this insightful episode, Kat shares valuable tips for navigating the fundraising process. Learn how to approach investor meetings strategically, understand the crucial elements of a pitch deck …
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Episode #56: Jeremy Ryan Slate, Founder of Command Your Brand
30:31
30:31
Play later
Play later
Lists
Like
Liked
30:31
Welcome to another thrilling episode of "How To Ride A Roller Coaster" with your host, David Ezell. In this episode, David is joined by Jeremy Ryan Slate, the founder of Command Your Brand. Together, they delve deep into the world of podcasting. Jeremy shares his journey into the industry, offering insights into where the podcasting landscape is he…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Ep. 226: Ruth Veloria | Purpose-Driven Progress: Helping University of Phoenix Students Succeed
31:44
31:44
Play later
Play later
Lists
Like
Liked
31:44
How do the needs of students at for-profit, mostly online colleges differ from those of typical college students? They often require financial aid, schedule flexibility, and academic support that can go far beyond the norm of traditional higher education. In this segment, we explore why graduation rates have traditionally been quite low at these co…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Episode #55: Max Wieder, Co-Founder of Celcy
25:45
25:45
Play later
Play later
Lists
Like
Liked
25:45
In this episode of "How to Ride a Roller Coaster," David Ezell sits down with Max Weider, co-founder of Celcy, a company that's changing the game with their Smart Oven & Freezer for Autonomous Cooking. Max shares the ah-ha moment that led to the creation of Celcy and discusses how their innovative technology is saving people time and energy in the …
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Episode #54: Andy Williams, Founder of Momentum Collection
30:17
30:17
Play later
Play later
Lists
Like
Liked
30:17
Join David Ezell as he sits down with Andy Williams, founder of Momentum Collection, a licensed marriage and family therapist, and men's coach. In this episode, they delve into the challenges of starting a business, the importance of consistency and hard work, and how Andy finds inspiration and energy through his connection with the outdoors. Wheth…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Ep. 225: Jason Barro | Trapped: The Hidden Forces Behind Counterintuitive NPS Results
33:32
33:32
Play later
Play later
Lists
Like
Liked
33:32
How do high-quality NPS benchmarks unlock strategic priorities and initiatives? What if your NPS data seems highly counterintuitive? For example, what if Detractors seem to be more loyal than Promoters? Host Rob Markey and Jason Barro, a partner at Bain & Company and the leader of Bain's NPS Prism benchmarking service, unpack this situation in the …
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Episode #53: Shane Mishler, COO of SD Tech
35:24
35:24
Play later
Play later
Lists
Like
Liked
35:24
Embark on a transformative journey into the realm of Managed Service Providers (MSP) as David sits down with Shane Mishler, the Chief Operating Officer of SD Tech, a trailblazing MSP breaking conventional barriers in the tech support landscape. In this exclusive interview, Shane unveils the cutting-edge strategies and innovative solutions that rede…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Episode #52: Aditya Varanasi, Co-Founder of Awarity
32:46
32:46
Play later
Play later
Lists
Like
Liked
32:46
Join David in a compelling conversation with Aditya Varanasi, the visionary founder behind Awarity, a groundbreaking platform reshaping how businesses cultivate awareness without the high costs of conventional advertising. In this episode, they delve deep into the realm of marketing, exploring innovative ad targeting methodologies, cost-effective s…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Episode #51: Mark Murphy, CEO of Northeast Private Client Group
40:50
40:50
Play later
Play later
Lists
Like
Liked
40:50
Join David in an insightful conversation with Mark Murphy, CEO of Northeast Private Client Group, as they delve into the world of financial thinking for entrepreneurs. Mark shares a treasure trove of strategies and tactics aimed at creating passive income streams, allowing you to earn while you sleep. Discover invaluable insights on transitioning f…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Episode #50: Damon Burton, Founder of SEO National
33:27
33:27
Play later
Play later
Lists
Like
Liked
33:27
In this engaging podcast episode, David engages in an enlightening conversation with Damon Burton, the esteemed founder of SEO National, to unravel the complexities of Search Engine Optimization (SEO). Damon sheds light on crucial aspects of SEO strategies, providing valuable insights for both novices and seasoned professionals alike. Tune in as Da…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Episode #49: Cody Worsham, Chief Brand Officer of LSU Athletics
43:19
43:19
Play later
Play later
Lists
Like
Liked
43:19
Join us in this insightful episode as we delve into the world of sports branding with Cody Worsham, the Chief Brand Officer for LSU Athletics. In this exclusive interview, Cody shares invaluable insights on the intricate process of crafting an iconic brand that transcends both sports and academia. We explore the dynamic challenges of managing brand…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Episode #48: Chris Knudsen, CEO of Stoic Yeti
34:42
34:42
Play later
Play later
Lists
Like
Liked
34:42
Join us for an insightful conversation as David sits down with Chris Knudsen, the esteemed CEO of Stoic Yeti and a seasoned consultant with a wealth of experience. In this engaging interview, we delve into the world of consulting, uncovering valuable insights on professional growth, client acquisition strategies, and the art of excelling in the con…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Ep. 224: Conny Kalcher | Stackable Strategies: Adapting an Iconic Toymaker’s Customer-Centricity to Zurich Insurance
36:44
36:44
Play later
Play later
Lists
Like
Liked
36:44
From reshaping the playful culture of a global toy company to cracking the customer-centricity code at Zurich Insurance, how did Conny Kalcher manage the leap? Conny Kalcher, now the group chief customer officer at Zurich Insurance, has a rich history of pioneering customer-centric transformations. Conny introduced a swath of fresh perspectives and…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Nursepreneurs: Unlocking Opportunities Beyond the Bedside
20:51
20:51
Play later
Play later
Lists
Like
Liked
20:51
In this inspiring episode of How To Ride A Roller Coaster, we sit down with Catie Harris, the visionary Founder and CEO of Nursepreneur. With her unwavering passion for nursing and an incredible mission to change the perception of healthcare, Catie has empowered thousands of nurses to venture beyond the hospital setting and monetize their invaluabl…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Leading by Example: A Conversation with Admiral Mike Manazir
43:27
43:27
Play later
Play later
Lists
Like
Liked
43:27
In this episode, David sits down with the remarkable Admiral Mike Manazir, a distinguished graduate of Top Gun, retired two-star admiral, accomplished executive, and author. Together, they dive into the art of leadership and what it means to lead by example. Admiral Manazir shares invaluable insights on how to extract the full potential from your t…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Ep. 223: Mark Slatin | The Trust Equation: How to Build Intimate Customer Relationships
32:05
32:05
Play later
Play later
Lists
Like
Liked
32:05
Host Rob Markey welcomes Mark Slatin, CEO of EmpoweredCX, to dissect the intricate dynamics of trust within customer experiences. Drawing insights from real-world examples, they explore the role of product and service quality in establishing trust, the impact of reliability and consistency in decision making, and the potential pitfalls of self-orie…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Empowering Freelancers: A Conversation with Karl Swanepoel, Founder of Revolancer
23:01
23:01
Play later
Play later
Lists
Like
Liked
23:01
In this engaging episode, we sit down with Karl Swanepoel, the visionary founder of Revolancer, a groundbreaking platform that is transforming the way freelancers operate and succeed in the gig economy. Join us as we delve into the innovative world of Revolancer and discover how it's simplifying the path for freelancers to expand their businesses b…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Ep. 222: Fred Reichheld | Measuring Customer Loyalty: The Journey from Retention to Net Promoter to Earned Growth
34:34
34:34
Play later
Play later
Lists
Like
Liked
34:34
In this episode, we launch our new show name: The Customer Confidential Podcast. We chose it after seeking lots of listener and guest input and believe that the new name better reflects the show’s mission—namely, to delve into untold stories of customer and industry transformations, sharing the journeys of both well-known and unsung heroes of custo…
…
continue reading