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. 224: Conny Kalcher | Stackable Strategies: Adapting an Iconic Toymaker’s Customer-Centricity to Zurich Insurance

Nov 16, 2023

From reshaping the playful culture of a global toy company to cracking the customer-centricity code at Zurich Insurance, how did Conny Kalcher manage the leap?

Conny Kalcher, now the group chief customer officer at Zurich Insurance, has a rich history of pioneering customer-centric transformations. Conny introduced...

Ep. 223: Mark Slatin | The Trust Equation: How to Build Intimate Customer Relationships

Oct 26, 2023

Host Rob Markey welcomes Mark Slatin, CEO of EmpoweredCX, to dissect the intricate dynamics of trust within customer experiences. Drawing insights from real-world examples, they explore the role of product and service quality in establishing trust, the impact of reliability and consistency in decision making, and the...

Ep. 222: Fred Reichheld | Measuring Customer Loyalty: The Journey from Retention to Net Promoter to Earned Growth

Oct 12, 2023

In this episode, we launch our new show name: The Customer Confidential Podcast. We chose it after seeking lots of listener and guest input and believe that the new name better reflects the show’s mission—namely, to delve into untold stories of customer and industry transformations, sharing the journeys of both...

Ep. 221: Dr. Adrienne Boissy | Healthcare’s Empathy Factor: Capturing Real Patient Experiences

Sep 28, 2023

How do you measure patient experience and empathy within the healthcare industry in a way that truly captures real emotion and real experiences?

Dr. Adrienne Boissy, guest staff neurologist at Cleveland Clinic and chief medical officer at Qualtrics, sits down with Rob Markey to discuss the need for a more comprehensive...

Ep. 220: Peter Gries | Nourishing Business Diversity: A Look into METRO’s Customer-Centric Evolution

Sep 14, 2023

How can an organization’s passion for high-quality culinary delights forge unbreakable customer bonds? For food wholesaler METRO’s customers, buying food is a personal experience. It’s the art of witnessing, inhaling, savoring, and examining the produce, meat, and fish in the store—a sensory feast that leaves...