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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.

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  2. Ep. 193: Fred Reichheld | Customer Love: Go Big, or Go Home: Understanding the Power of “Big NPS”

Ep. 193: Fred Reichheld | Customer Love: Go Big, or Go Home: Understanding the Power of “Big NPS”

Feb 10, 2022

It seems obvious: When customers feel loved and appreciated by a company, they stay longer, buy more, and enthusiastically return. But how do you get boards and shareholders to abandon quick profits and invest in the long-term goal of customer satisfaction?

In this episode of the podcast, Fred Reichheld, a Bain fellow, creator of the Net Promoter System, and author of the new book Winning on Purpose: The Unbeatable Strategy of Loving Customers, shares how leaders should be using NPS correctly to succeed in the long run.