Ep 227: Richard Watts | “Would You Do That to Your Mum?” The Simple and Powerful CX Litmus Test
Customer Confidential: Untold Stories of Earned Growth
by Rob Markey, Bain & Company partner and customer experience expert
2w ago
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 improves business operations. He explores how this unique approach revolutionizes customer service and sets a new industry standard for empathy and customer focus. Richard also shares insights into how this philosophy transformed internal practices, significantly influenced customer ..read more
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Ep 226: Ruth Veloria | Purpose-Driven Progress: Helping University of Phoenix Students Succeed
Customer Confidential: Untold Stories of Earned Growth
by Rob Markey, Bain & Company partner and customer experience expert
1M ago
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 have traditionally been quite low at these colleges due to all the challenges students face. How do schools like this strike an appropriate balance of flexibility, support, and rigorous academic programs that will help their students succeed in the workforce? Ruth Veloria is the chief strategy ..read more
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Ep. 225: Jason Barro | Trapped: The Hidden Forces Behind Counterintuitive NPS Results
Customer Confidential: Untold Stories of Earned Growth
by Rob Markey, Bain & Company partner and customer experience expert
2M ago
Episode 225: How do high-quality NPS benchmarks unlock strategic priorities and initiatives? What if your NPS data seems highly counterintuitive? For example, what if Detractors seem to be more loyal than Promoters? Host Rob Markey and Jason Barro, a partner at Bain & Company and the leader of Bain's NPS Prism benchmarking service, unpack this situation in the airline industry. It’s an illustration of how Net Promoter Score benchmark data might be misleading when not all customers have the freedom to choose, revealing the nuanced understanding required to transform raw data into strategic ..read more
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Ep. 223: Mark Slatin | The Trust Equation: How to Build Intimate Customer Relationships
Customer Confidential: Untold Stories of Earned Growth
by Rob Markey, Bain & Company partner and customer experience expert
4M ago
Host Rob Markey welcomes Mark Slatin, CEO of EmpoweredCX, to dissect the intricate dynamics of trust within customer experiences. Drawing insights from real-world examples, they explore the role of product and service quality in establishing trust, the impact of reliability and consistency in decision making, and the potential pitfalls of self-orientation. Delving deeper into the Trust Equation and explaining its different facets, Mark underscores the necessity of understanding the customer’s journey and perspective. They address the challenges of reliability, targeted marketing implications ..read more
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Ep. 222: Fred Reichheld | Measuring Customer Loyalty: The Journey from Retention to Net Promoter to Earned Growth
The Net Promoter System Podcast
by Rob Markey, Bain & Company partner and customer experience expert
4M ago
In this episode, we launch our new show name: The Customer Confidential Podcast. We chose it after seeking lots of listener and guest input and believe that the new name better reflects the show’s mission—namely, to delve into untold stories of customer and industry transformations, sharing the journeys of both well-known and unsung heroes of customer centricity. We also seek out deep conversations with the thought leaders who inspire the best practitioners.  Also, in this episode, which also marks our 10th anniversary, host Rob Markey welcomes back frequent guest (and Rob’s longtime ment ..read more
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Ep. 221: Dr. Adrienne Boissy | Healthcare’s Empathy Factor: Capturing Real Patient Experiences
The Net Promoter System Podcast
by Rob Markey, Bain & Company partner and customer experience expert
5M ago
How do you measure patient experience and empathy within the healthcare industry in a way that truly captures real emotion and real experiences? Dr. Adrienne Boissy, guest staff neurologist at Cleveland Clinic and chief medical officer at Qualtrics, sits down with Rob Markey to discuss the need for a more comprehensive approach to capturing the patient experience. She also shares how healthcare professionals and caregivers alike can leverage compassion and self-empathy to better manage the often hard-to-handle career moments such as helping colleagues, patients, and their families pr ..read more
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Ep. 220: Peter Gries | Nourishing Business Diversity: A Look into METRO’s Customer-Centric Evolution
The Net Promoter System Podcast
by Rob Markey, Bain & Company partner and customer experience expert
5M ago
How can an organization’s passion for high-quality culinary delights forge unbreakable customer bonds? For food wholesaler METRO’s customers, buying food is a personal experience. It’s the art of witnessing, inhaling, savoring, and examining the produce, meat, and fish in the store—a sensory feast that leaves customers’ hearts full. Creating exceptional fresh-food buying experiences is METRO’s mission. In this episode, guest Peter Gries, customer and sales officer at METRO, and Rob Markey discuss why the company values its diverse customer segments. Peter also shares an insider’s per ..read more
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Ep. 219: David Kenny | The Transformation of Media Consumption and Loyalty in the Digital Era
The Net Promoter System Podcast
by Rob Markey, Bain & Company partner and customer experience expert
6M ago
With an array of streaming platforms and the same amount of time in the day, getting an accurate read on where your customers spend their screen time has never been more important. And this shift in customer behavior has been particularly challenging for companies that rely on traditional ways to collect data on their customers. In this episode, guest David Kenny, chairman and CEO of Nielsen, and Rob Markey discuss the impact streaming has had on Nielsen’s business, how the company is evolving to meet new challenges, and how strategic innovation fosters customer trust. If you’d like to pr ..read more
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Ep. 218: Joe Wheeler | Agile, Digital, and Human: Eliminating Bad Customer Experiences
The Net Promoter System Podcast
by Rob Markey, Bain & Company partner and customer experience expert
7M ago
In a digital-first environment, successful brands stay ahead of the curve by prioritizing agility and experimentation. Instead of merely solving problems, they drive innovative solutions to eliminate—not just mitigate—customer pain points to achieve a seamless and exceptional customer experience. In this episode, guest Joe Wheeler, CEO of CX/Digital, and Rob Markey discuss how successful brands bridge the gap between human and digital experiences and the significance of agility and experimentation as tools for achieving successful digital transformations. If you’d like to provide feedback ..read more
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Ep. 216: Ben Reason | Humanizing Experiences: The Power of Design in Creating Meaningful Connections
The Net Promoter System Podcast
by Rob Markey, Bain & Company partner and customer experience expert
8M ago
In this episode, Ben Reason, CEO and founder of Livework, and Rob Markey discuss how, by taking consumers’ needs and emotions into account, design can create products and services that are both functional and emotionally appealing, making consumer experiences more enjoyable. If you’d like to provide feedback on the show, please fill out our survey here.  If you’d like to learn more about Ben, you can find him on LinkedIn ..read more
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