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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.

Mar 23, 2018

Rob Markey talks to Bain Partner Jeff Melton, co-leader of Bain Simple & Digital, an approach that helps companies apply digital technology where it matters. Jeff discusses the importance of choosing the right metrics to gauge a customer episode and what happens when companies choose the wrong ones.


Mar 1, 2018

Dell has been collecting customer feedback since Michael Dell dropped out of college three decades ago and founded the company. It's part of the company's DNA.

The computer maker began its Net Promoter journey a decade ago when it was trying to connect customer satisfaction with economic outcomes. Now the company has a...