In this episode, Jesse Green is joined by Rob Markey, co-creator of the world-renowned Net Promoter Score (NPS) and co-author of The Ultimate Question 2.0. Together, they explore how dental practices can harness the power of customer loyalty to drive sustainable growth.

Rob unpacks the differences between satisfaction, loyalty, and advocacy, and explains why emotional commitment, not just repeat visits, defines true loyalty. With practical insights into staff engagement, pricing, patient experience, and reputation-building, this episode is packed with tools for turning your patients into passionate advocates.

In this episode:

• [00:01] Why customer loyalty is more than repeat business, and why it matters
• [04:04] Loyalty vs. satisfaction
• [08:20] Loyalty, advocacy, and the rare brands that inspire devotion
• [13:39] Why internal culture and staff advocacy are key to external loyalty
• [26:24] Jesse’s four-step framework for generating word-of-mouth referrals
• [28:42] The role of pricing in perceived value and patient expectations
• [33:04] The “trap” of elevated expectations and how to manage them.

Resources and Links:

• Rob Markey website
• Connect with Rob on LinkedIn
• • Join the free Savvy Dentist Facebook Group
  • Follow Dr Jesse Green on LinkedIn
  • Visit Savvy Dentist website
  
  

Mentioned in this episode:

Transformational Training for Dental Practice Teams

If you want to grow your practice, you need a high-performing team - but training takes time, effort, and resources you often don’t have. That’s why we created the Savvy Dentist Team Training Bundle - a 12-month program packed with five powerful courses, including our Practice Manager Masterclass, Front Desk All Stars, Hygiene & Therapy Heroes, Treatment Coordinator Training, and the Million Dollar Dentist course.

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Want to scale your practice and build a winning team? Click on the link and join the waitlist.

Team Training Bundle Sept 25