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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.

Oct 10, 2019

One of the most important, and difficult, roles of any leadership team is to instill in the workforce a culture and sense of purpose. Back in 2014, I did a podcast interview that put this challenge in simple, stark terms that have stayed fresh in my memory. That’s largely thanks to my guest at the time, the inimitable...

Sep 26, 2019

Horst Schulze is famous for being the visionary co-founder of the Ritz-Carlton and Capella hotel groups. They are two brands that set the bar for luxury service, and yet, Horst will tell you, his vision of luxury depends on employees how share that vision and feel a true sense of purpose to deliver it every day.

Jun 6, 2019

Alex Terpstra, head of innovations at ABN AMRO Bank, was born and raised for customer service. His father, a retailer in the Netherlands, never failed to remind young Alex who put food on the family’s table. “Every day on our dinner table we were talking about customers.” On this episode of the Net Promoter System...

Mar 7, 2019

Host Rob Markey talks to Ignacio 'Nacho' Deschamps, Group Head of International Banking and Digital Transformation at Scotiabank, who explains why he has long put customers and technology at the heart of his career in banking and describes how many of Scotiabank’s digital efforts are developed locally and then...

Feb 28, 2019

This week, on the Net Promoter System Podcast, I’m sharing Part 2 of my interview with Gen. Stanley McChrystal, the former commander of U.S forces in Afghanistan and head of the Joint Special Operations Command during the Iraq war.


We pick up the conversation where we left off: how a leader, who has successfully...