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. 208: Jason Barro | NPS Prism: The Source for True, Deep NPS Insights

Nov 10, 2022

In this episode, Jason Barro, Bain & Company partner, and Rob Markey discuss NPS Prism and how it’s used across various industries to drive consumer sentiment.

If you’d like to provide feedback on the show, please fill out our survey here.

If you’d like to learn more about Jason Barro, you can find him on

Ep. 207: Fred Reichheld | Refocusing NPS for Earned Growth

Oct 13, 2022

In this episode, Bain Fellow Fred Reichheld and Rob Markey discuss how Earned Growth and operational indicators can provide both inspiration and learning to an organization. We also explore companies’ most common Net Promoter Score mistakes, and we participate in a live audience Q&A.

Please share your feedback on the...

Ep. 206: Mike Salguero | A Rare Business Model, Well Done

Sep 29, 2022

In this episode, Mike Salguero, founder and CEO of ButcherBox, and Rob Markey discuss how a purpose-driven, direct-to-consumer meat subscription service aims to improve people’s health, mitigate environmental damage, and make farming more sustainable and ethical.

If you’d like to provide feedback on the show, please...

Ep. 205: Zack Anderson | Bringing the Elusive Promise of Personalization to Life

Sep 1, 2022

In this episode, Zack Anderson, chief data and analytics officer at National Westminster Bank (NatWest), and Rob Markey discuss how garnering a deeper understanding of customers’ perspectives improves a company’s data analytics and why a more streamlined approach to extracting customer information improves...

Ep. 204: Evan Siegel | Why Helping Banking Customers Change Their Mindsets Builds Lifelong Loyalty

Aug 18, 2022

In this episode, Evan Siegel, vice president of financial services and business development at eGain, and Rob Markey discuss why customer-focused bankers need to learn how to listen to consumers’ true financial needs and wants, and why empowering consumers to take charge of their financial health wins their...