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. 266 | Sam Krause: “That’s Not How Banking Works”—Why Chime Takes Risks Traditional Banks Avoid

Sep 3, 2026

Episode 266: In Bain’s early 2026 Consumer Banking Benchmark, provided by NPS Prism, Chime had the highest NPS among the companies we measured. That raised a basic question: How does a financial technology company serving people who live paycheck to paycheck earn greater loyalty than institutions built around...

Ep. 265 | Ryan Fuller: Can You Trust a Five-Star Review Anymore?

Aug 20, 2026

Episode 265: Ryan Fuller started questioning online reviews after two terrible stays at highly-rated vacation rentals. Both had 4.9-star ratings. After Ryan posted negative reviews, the people behind each listing independently offered him £200 to change his review to five stars.

“It was disappointing,” he said,...

Ep. 264 | Matt Meeker: 800 Prices, One Promise: What BARK Pays to Reward Loyalty

Jul 23, 2026

Episode 264: BARK maintains more than 800 subscription price points because it has promised customers that their price will not increase as long as they remain subscribers. CEO Matt Meeker explains why honoring that commitment matters, even when tariffs, public-market expectations, and pressure on margins make it...

Ep. 263 | Allie Kuehner and Sarah Phelps: Designing the Astronaut Experience: Turning a Half-Million-Dollar, 11-Minute Thrill Ride Into a Moment of Awe

Jun 18, 2026

Episode 263: What does it feel like to go into space? To rocket past the Kármán line, float in perfect silence, and return to Earth—all in 11 minutes? Blue Origin’s astronauts experience an expensive thrill ride: part theme park roller coaster, part life-altering pilgrimage. In this episode, Allie Kuehner, a Blue...

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...