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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.

Mar 21, 2024

Why would a world-class sports academy invest in a student center, rather than more coaches, fancy equipment, or dorms?

IMG Academy, a Florida boarding school, turns out some of the most successful college and professional athletes around. Its president, Tim Pernetti, led a massive cultural shift toward customer...


Mar 7, 2024

How can businesses transcend traditional customer service boundaries to establish new customer experience benchmarks?

Stan Swinton, Founder and General Manager of NPSx, Bain & Company, discusses how a comprehensive approach to customer experience extends beyond gathering feedback or managing customer journeys.

Stan...


Feb 22, 2024

How does a global medical technology company maintain customer focus while managing operational challenges during a pandemic?

In this episode, Tony Ezell, executive vice president of North America and chief marketing officer for Becton, Dickinson and Company (BD), explores how integrating customer feedback into your...


Feb 8, 2024

How does an insurance industry leader integrate a simple yet profound question—Would you do that to your mom?—to transform customer service and decision making? In this episode, Richard Watts, board member at Farmers Insurance and former sales and service president at Progressive, discusses how asking this question...


Jan 4, 2024

How do the needs of students at for-profit, mostly online colleges differ from those of typical college students? They often require financial aid, schedule flexibility, and academic support that can go far beyond the norm of traditional higher education. In this segment, we explore why graduation rates...