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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.

  1. All Episodes
  2. 2014

Ep. 26: The engine that drives customer loyalty in B2B

Dec 11, 2014

Lori Cobb and Dave Crompton, executives at the engine maker Cummins, discuss their Net Promoter System efforts (11:40), the complexities of B2B markets (15:09) and what it takes to forge an outwardly focused culture (32:54).

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Ep. 25: Brewing loyalty at Starbucks

Dec 4, 2014

Howard Behar, who spent almost two decades at Starbucks, discusses the importance of letting employees be themselves (9:41) and encouraging creativity (14:35), and the origins of the Frappuccino (27:47).

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Ep. 24: The challenge of radical simplicity

Nov 13, 2014

Chad Keck of Promoter.io discusses his experience with the Net Promoter System (4:02), his goals to simplify feedback collection (16:11) and what's next for his company (46:40).

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Ep. 23: The magic of engaged, empowered employees

Nov 6, 2014

Bain Fellow Fred Reichheld returns to the podcast to discuss the employee engagement tool he's developing (3:44), the power of teams (14:45) and the state of surveys (22:37).

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Ep. 22: There's no such thing as an "average" customer

Oct 30, 2014

Peter Fader, co-director of the Wharton Customer Analytics Initiative at the University of Pennsylvania, talks about using data to understand consumers (5:20), become more customer-centric (13:08) and target the most valuable customers (32:22).

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