In this episode, guest Allison Hartsoe, managing director of customer and growth at EY and author of The Age of Customer Equity, and Rob Markey discuss calculating customer lifetime value, why understanding customer behavior generates more accurate revenue forecasts, and how to develop a high-quality approach to customer equity. If you’d like to provide feedback on the show, please fill out our survey here.  If you’d like to learn more about Allison, you can find her on LinkedIn ..read more

In this episode, guest Stacy Sherman, founder of Doing CX Right, and Rob Markey discuss the importance of understanding the customer's perspective when you're trying to transform the customer experience, managing high-stakes CX for an elevator and escalator business, and why companies should consider journey mapping as a strategic tool to address consumer pain points head-on. If you’d like to provide feedback on the show, please fill out our survey here.  If you’d like to learn more about Stacy, you can find her on LinkedIn ..read more

In this episode, guest Peter Pizzi, director of customer experience and insights at Analog Devices, and Rob Markey discuss how to focus an organization on customer feedback–based actions, the role of customer experience in tackling sales challenges, and how to make sure the improvements customers are asking for make their way onto product and functional leaders’ agendas. If you’d like to provide feedback on the show, please fill out our survey here. If you’d like to learn more about Peter, you can find him on LinkedIn ..read more

In this episode, guest Andreas Heckmann, executive vice president of product engineering and head of customer solution support and innovation at SAP, and Rob Markey discuss the past, present, and future of cloud innovation as it relates to machine learning, artificial intelligence, organizational and customer challenges and opportunities, and cost savings. If you’d like to provide feedback on the show, please fill out our survey here. If you’d like to learn more about Andreas, you can find him on LinkedIn ..read more

In this episode, guest Kentaro Kawamori, CEO and cofounder of Persefoni Inc., and Rob Markey discuss the interconnection between Net Promoter Score and organizational sustainability. If you’d like to provide feedback on the show, please fill out our survey here. If you’d like to learn more about Kentaro, you can find him on Linkedin. Bain & Company is an investor in Persefoni. Together, we’ve created a unique partnership combining breakthrough carbon footprint analytics with decarbonization strategy. To learn more about our partnership, visit our partnership page ..read more

In this episode, Jason Barro, Bain & Company partner, and Rob Markey discuss NPS Prism and how it’s used across various industries to drive consumer sentiment. If you’d like to provide feedback on the show, please fill out our survey here. If you’d like to learn more about Jason Barro, you can find him on LinkedIn ..read more

In this episode, Bain Fellow Fred Reichheld and Rob Markey discuss how Earned Growth and operational indicators can provide both inspiration and learning to an organization. We also explore companies’ most common Net Promoter Score mistakes, and we participate in a live audience Q&A. Please share your feedback on the podcast here. If you’d like to learn more about Fred Reichheld, you can find him on LinkedIn. This episode was sponsored by NPSx℠, a new venture from Bain & Company that provides training, certification, technology, and community to help companies enrich their customers’ l ..read more

In this episode, Mike Salguero, founder and CEO of ButcherBox, and Rob Markey discuss how a purpose-driven, direct-to-consumer meat subscription service aims to improve people’s health, mitigate environmental damage, and make farming more sustainable and ethical. If you’d like to provide feedback on the show, please fill out our survey here. If you’d like to learn more about Mike Salguero, you can find him on LinkedIn ..read more

In this episode, Zack Anderson, chief data and analytics officer at National Westminster Bank (NatWest), and Rob Markey discuss how garnering a deeper understanding of customers’ perspectives improves a company’s data analytics and why a more streamlined approach to extracting customer information improves client satisfaction. Zack also highlights his top strategies to ensure consumers remain responsive and satisfied with a company’s offerings, approaches, and targeted communications. If you’d like to provide feedback on the show, please fill out our survey here. If you’d like to learn more ab ..read more

In this episode, Evan Siegel, vice president of financial services and business development at eGain, and Rob Markey discuss why customer-focused bankers need to learn how to listen to consumers’ true financial needs and wants, and why empowering consumers to take charge of their financial health wins their long-term trust. If you’d like to provide feedback on the show, please fill out our survey here. If you’d like to learn more about Evan Siegel, you can find him on LinkedIn ..read more