Feb 20, 2019
General Stanley McChrystal, the former commander of U.S forces in Afghanistan and head of the Joint Special Operations Command in Iraq, joins me for part one of a two-part interview. In our discussion, he describes how he forged trust among the military’s most elite fighting units. Today, he shares what he learned...
Feb 14, 2019
When I rent a car, I too often find myself waiting in line for the service desk, wondering why my car wasn’t ready and waiting for me, as promised.
Now I can test my hypotheses against the real world experience of this week’s guest, Eric Smuda. He led customer experience practices for two different giants of the...
Jan 3, 2019
Like fitness or dieting, getting started with the Net Promoter System is easy in some ways. Executives are typically optimistic and excited about their fledgling program, riding the high of their early wins. And then something emerges and threatens that momentum. But like maintaining good health, the companies that...
Dec 13, 2018
CA Technologies’ Dayton Semerjian joined me on the podcast in 2016 to discuss his approach to managing the enterprise software company’s customer experience in a rapidly changing industry. At the time, the business-to-business service provider was deep in a Net Promoter journey that would ultimately rebuild its...
Dec 6, 2018
Host Rob Markey talks to Brian Scudamore, the founder and CEO of 1-800-GOT-JUNK, whose rubbish hauling business started as a way to pay for college and grew into an international franchise. Brian discusses how the company’s commitment to customer service helped set it apart from competitors and what it takes to...