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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.

Feb 14, 2019

When I rent a car, I too often find myself waiting in line for the service desk, wondering why my car wasn’t ready and waiting for me, as promised. 

Now I can test my hypotheses against the real world experience of this week’s guest, Eric Smuda. He led customer experience practices for two different giants of the rental car industry, Avis Budget Group and Hertz. He draws back the black curtain, and reveals what it’s like to deliver a car to a customer, from behind the scenes.