Preview Mode Links will not work in preview mode

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.

Jan 3, 2019

Like fitness or dieting, getting started with the Net Promoter System is easy in some ways. Executives are typically optimistic and excited about their fledgling program, riding the high of their early wins. And then something emerges and threatens that momentum. But like maintaining good health, the companies that stay the course learn to anticipate their customers’ needs, allowing them to deepen relationships and deliver bigger financial results in the long term.

That’s what happened at CA Technologies. In this episode, I continue my conversation with Dayton Semerjian. He guided the enterprise software company through a Net Promoter journey that returned it to growth. In this episode, Dayton discusses the challenges he faced while bringing culture change to CA and how he overcame them.