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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.

Nov 11, 2021

After the murder of George Floyd in May 2020, USAA took a public stance on racial justice. But Tony Wells, USAA’s chief brand officer at the time, says the organization’s conversation began privately. Given the company’s history of strong internal communication and employees’ deep sense of mission, Wells...

Nov 4, 2021

It’s tempting to attribute USAA's success to its special expertise in serving military personnel. But Tony Wells, USAA’s former chief brand officer, says it comes down to empathy for the unique challenges members face. In this episode, Tony shares how USAA lives its mission every day, how the company quickly...