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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 12, 2020

In the second part of our conversation about customer-based corporate valuation, Dan McCarthy of Emory University’s Goizueta Business School and cofounder of Theta Equity Partners explains how investor—and executive—behavior would change if companies had to disclose metrics that revealed the true strength of their customer base, rather than the many accounting disclosures today that actually can mask damage done to customers and customer relationships in pursuit of short-term profits.