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Customer Confidential: Untold Stories of Earned Growth

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, CXOs, and heroes of customer-centric transformation, along with thought leaders who inspire them. Exploring organizational structures, operating models, goals, and metrics, Rob and his guests from leading companies bring to light practical marketing, product, customer experience, and technology strategies for earning customer-focused growth. This podcast is your source for untold stories of customer and employee loyalty. Challenging, insightful, and instructive—all in one place. Earned growth starts here.

Dec 15, 2016

Why does the Net Promoter scale go from zero to 10? Why is passive not the same as neutral? Rob Markey answers these questions and others in this episode.  

Recommended reading: 


Dec 8, 2016

The goal of the Net Promoter System is to create a culture that encourages employees to bring energy and creativity to their jobs. 

Developing that kind of culture requires inspiring leaders. We’ve all seen those people who seem born to be leaders. They have an uncanny knack for motivating the people around them. They...


Dec 2, 2016

The team huddle is the part of the Net Promoter System that connects the inner loop to the outer loop. Rob Markey discusses why regular get-togethers—often daily or weekly—are a critical element of the system.

Read more: The Net Promoter System's "Huddle": How Employees Come Together to Focus on Customers and...


Nov 18, 2016

It’s a question just about every manager wrestles with: How do I get my employees to do what I want them to do? How do I get them to be more empathetic to customers? To take feedback and make meaningful changes?

Obviously, fair pay is essential, but there’s far more to it. After all, motivating people requires...


Nov 10, 2016

The Net Promoter Score is a simple measure, but building a process and culture that results in deep customer relationships can be very complex. In this episode, Rob Markey answers listeners' questions on everything from competitive benchmarks to best practices for following up with customers. 

Do you have a question for...