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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.

Sep 24, 2015

In part two of our conversation with former Telstra CEO David Thodey, he discusses the benefits of regular team huddles (1:48), his approach to evaluating potential investments (10:40) and what he would do differently if he could (16:31).

Sep 17, 2015

In the first of a two-part interview, former Telstra CEO David Thodey discusses his decision to put customers first at the Australian telco (2:50), the difference between satisfaction and advocacy (10:50), and his approach to balancing investor expectations (25:50).

Sep 10, 2015

Darrell Rigby, head of Bain's Global Innovation practice, discusses what it takes to turn a great idea into an innovation (2:30), the "BothBrain" innovation concept (4:25) and the dangers of multitasking (35:00).