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.

Ep. 262 | Megan Riggs: From Farmers Market Fav to Supermarket Staple: How a Lean Juice Company Scaled Fast

Apr 9, 2026

Episode 262: What happens when a cold-pressed juice passion with humble beginnings in your own kitchen counter suddenly meets nationwide demand? Complications arise that demand fast decision making.

Meet Crunchy Hydration CEO and founder Megan Riggs, whose company scaled at lightning speed, sending her...

Ep. 261 | Andy Pierce: False Confidence at Machine Speed: How to Make Synthetic Customers Useful

Mar 26, 2026

Episode 261: What if you could use AI-generated customer twins to test value propositions, pricing, and demand before you go to market?

That is the idea my Bain colleague Andy Pierce is exploring. Synthetic customers can help teams move faster, pressure test offers, and simulate trade-offs much faster and at far...

Ep. 260 | Jeannie Walters and John Abraham: A Company with No Memory: When Your Systems Don’t Remember the Customer

Feb 26, 2026

Episode 260: When customers must re-explain the same problem, reopen old tickets, and chase for follow-ups, a shiny new tool won’t help unless it’s connected to support or sales history. How can leaders act on real signals to build shared memory and fix the root cause?

Jeannie Walters, founder and CEO of...

Ep. 259 | Rachel Bicking: Customers’ First Micro-Frustration Makes or Breaks the Next Purchase

Dec 4, 2025

Episode 259: How do you prevent first-trip hassles such as a room not being ready at check-in, Wi-Fi outages, or service delays from discouraging first-time customers from returning?

Today’s guest, Rachel Bicking, EVP of Innovation at Kobie Marketing, says that after a slightly negative first trip, customers are 80%...

Ep. 258: Charlon McIntosh & Melissa Pint | Accountability is the Product at Frontier: “We Didn’t Do Interesting. We Did Effective.”

Nov 6, 2025

Episode 258: How did two new leaders turn angry customer calls into executive promises to earn customer trust and advocacy?

Charlon McIntosh, Chief Customer Operations Officer, and Melissa Pint, Chief Digital Information Officer, both joined Frontier Communications on the same day in 2021.