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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.

Jul 11, 2019

When veteran leader Amy Cribbs took on the challenge of improving customer experience at Vanguard, the world’s largest mutual fund company, she felt ready for the challenges of adopting new, Agile ways of working. But her experience proved to be full of surprises. A expected, the new cross-functional teams helped Vanguard design better customer experiences and deliver them faster. But there was a lot more. In a previous episode, Amy described how the Agile approach had revealed unexpected insights about what really mattered to customers, which helped the teams design even better customer episodes. As it turns out, the new insights extended well beyond customer needs. The biggest and most rewarding surprise, says Amy, came when she saw individual employees blossom. The unexpected customer insights the Agile approach delivered also reinforced the need for humility when it comes to thinking she understands what customers want. Similarly, she says, she has learned the importance of being a servant leader so she can nurture, not control the new ways of thinking that Agile encouraged on her teams.