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.

  1. All Episodes
  2. Ep 231: Fred Reichheld | Unleashing Earned Growth: The Referral Spectrum

Ep 231: Fred Reichheld | Unleashing Earned Growth: The Referral Spectrum

Apr 4, 2024

Discover the engine of Earned Growth as Rob Markey and Fred Reichheld, Bain Fellow and "Winning On Purpose” author, hold a working session on how references and referrals significantly contribute to organic growth.

Rob and Fred unearth the pivotal role that references and referrals play in propelling Earned Growth. They answer key questions such as: How would you characterize different referral types? What are the best mechanisms for measuring and attributing value to them? How do you navigate the tricky path of fostering genuine, organic referrals at scale?

Together, they explore one of the thorniest issues in accounting for the value of referrals: How much of a new referred customer’s value should accrue to the referring customer versus the referred one?

Guest: Fred Reichheld, Bain Fellow, founder of Bain's Loyalty Practice

Host: Rob Markey, Partner, Bain & Company

Give Us Feedback:

We’d love to hear from you. Help us enhance your podcast experience by providing feedback here in our listener survey.

Want to get in touch? Send a note to host Rob Markey: https://www.robmarkey.com/contact-rob

Time-stamped list of topics covered:

  • 02:00 - Unveiling the Referral Spectrum
  • 08:30 - Measuring the Impact of Referrals
  • 15:45 - Attributing Value: Who Benefits?
  • 22:10 - Fostering a Culture of Earned Growth

Time-stamped list of notable quotes:

  • 02:25 - Rob Markey: "A genuine referral, an authentic referral, is motivated by some form of goodwill towards the recipient."
  • 05:45 - Fred Reichheld: "Earned Growth is not just a metric, it's a philosophy."
  • 19:30 - Fred Reichheld: "The value of a referral is the cornerstone of organic expansion.”

Additional Resources:

Guest and Host Bio Links: