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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.

May 2, 2019

Razia Richter’s path to the executive suite at Petco took her on a wild, winding tour of the company’s operations and back-office functions, from accounting to inventory analytics to supply chain, to name a few. By the time Razia was put in charge of Petco’s customer experience and the adoption of the Net Promoter System, she had personally busted through just about every organizational silo imaginable. And because she had walked in the shoes of so many of the company’s line leaders, her early days as chief customer officer were marked by surprisingly little of the resistance often encountered when companies adopt the Net Promoter System. Her practical experience guided her to pursue an approach that earned the trust of business leaders and functional teams. Without that trust, many companies fail to achieve the culture change that the Net Promoter System demands. In this podcast, Razia shares just how far you can go when you have executive buy-in from the start.