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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.

Jun 6, 2019

Alex Terpstra, head of innovations at ABN AMRO Bank, was born and raised for customer service. His father, a retailer in the Netherlands, never failed to remind young Alex who put food on the family’s table. “Every day on our dinner table we were talking about customers.” On this episode of the Net Promoter System podcast, Alex explains how he helped ABN AMRO to launch radically new services for its customers, even at the risk of a short-term profit hit. The payoff, he says, has been highly lucrative customer relationships that pay dividends far beyond the initial costs.